Customer Relations Manager

Customer Relations Manager (Aircraft Maintenance) - Orlando, FL Textron Aviation has been inspiring the journey of flight for nine decades through the iconic and beloved Cessna and Beechcraft brands. We are passionate advocates of aviation, empowering people with the freedom of flight. As you join our legacy as a global leader in private aviation, you'll have opportunities to try new fields, expand your skills and knowledge, stretch your abilities, and build your career. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to support you and your family members now and in the future, beginning day one. Your success is our success. Become the Trusted Voice that Elevates Every Flight Experience! We are hiring immediately a full-time Customer Service Manager as part of our Customer Service Team to support our customers. What you'll be doing: In this role, you can expect to be the trusted face of the service center, guiding customers through every stage of their maintenance experience with clarity and confidence. You'll coordinate work scopes, schedule updates, and financial details while strengthening long term customer relationships. You'll also mentor peers and influence service quality, ensuring every visit reflects the highest standards of safety and professionalism. Your responsibilities may include (but are not limited to): Customer Relationship Leadership: Serve as the primary point of contact for customers by greeting them on arrival, reviewing work scope, capturing new discrepancies, and ensuring a positive, seamless experience throughout the service visit. Service Coordination & Communication: Define communication expectations, align approval processes, and keep customers updated on schedules, work scope, service bulletins, warranty programs, quotes, and pricing to ensure transparency and trust. Work Scope Management & Approvals: Communicate initial work scope to Service Center teams, secure approvals for additional work, report schedule or cost-impacting changes, and ensure technical teams remain aligned with customer needs. Financial Oversight & Invoicing: Partner with Finance to review program coverage, validate pricing, and build accurate preliminary invoices; provide final billing, collect payments when applicable, and deliver a thorough departure debrief to the customer. Service Quality & Post-Delivery Support: Follow up after delivery to resolve outstanding parts, maintenance, or billing issues; address Maintenance Visit Performance Evaluation feedback to elevate customer satisfaction and service quality. Team Mentorship & Operational Guidance: Support and mentor peers by ensuring system training, sharing updates on process or system changes, assisting with dispute resolution, and providing financial performance updates to the General Manager. Qualifications What you need to be successful: Bachelor's degree in aviation or related field with 2 years of relative aircraft maintenance experience is required. In lieu of degree, a minimum of 4 years of aircraft maintenance experience and/or A&P license or 2-year technical degree is required. In lieu of degree or license, a minimum of 6 years of aircraft maintenance experience is required. A&P/Repairman/EASA License is preferred along with aviation Customer Service, Aircraft Maintenance or Service Center experience is preferred. Why join us? Your success is our success. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to help you and your family members now and in the future, beginning day one. 401K company match additional annual contribution equal to 4% of eligible compensation Education assistance for undergraduate, graduate, and certificate programs, compensated at the start of the semester Flight training bonus program for earning pilot certifications Fertility and adoption assistance, along with discounted childcare and planning Eligibility for a $5,000 state of Kansas Aviation tax credit Explore more benefits here At Textron Aviation, base pay is only one of the parts of our Total Rewards package and is determined within a range. This provides you with opportunities to grow and develop within your role, and depends on your experience, qualifications, and location. Our workforce is made up of individuals throughout the world with a wide range of backgrounds, interests, and passions. Our unique perspectives lead us to be a world-class workforce, helping us develop legendary products. Because we recognize that our differences make us stronger, and studies have shown that some may be less likely to apply unless they match the job description exactly, we welcome you to apply to this role if it meets your career goals. You could be our next great fit! EEO Statement Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information or any other characteristic protected by law.