The MRO Customer Service Manager is focused on managing customers and their accounts from pre-arrival to post-delivery. This individual will be responsible to ensure customer retention and loyalty through customer-centric service as it relates to completion of work within compliance of 14 CFR Part 145 standards
Duties & Responsibilities
Works interdepartmentally with service managers, planning, parts, sales and other department leaders to ensure timely coordination of all aspects of assigned projects
Acts as customer liaison providing timely information regarding assigned projects Ensures proper documentation of customer approvals
Validates initial deposit has been received, collects progress payments, and processes final invoice
Provides customer entertainment as required
Ensures customer accounts are within established credit limits prior to the departure of the aircraft
Provides feedback to department leaders regarding process improvement
Works flexible hours to accommodate arrivals and departures of assigned projects and their customers
Ensures accuracy of all assigned work orders and closes them in a timely manner
Works with warranty coordinator to expedite warranty claim processing and invoicing
Qualifications & Job Requirements
Minimum five (5) years’ experience in general aviation
Minimum three (3) years’ leadership experience in general aviation
Prefer Bachelor’s Degree in Aviation, Business Management, Finance, or equivalent work experience
A&P certifications preferred
Thorough knowledge of aircraft completion, production, and manufacturing operations
Familiarity with the industry vendors, regulations, and current procedures for completing aircraft modifications on a timely and competitive basis
Must be able to read, understand and utilize OEM and vendor maintenance data
Customer Service experience is preferred
Education & Certifications
Prefer Bachelor’s Degree in Aviation, Business Management, Finance, or equivalent work experience
A&P certifications preferred
Other Prerequisites
Pass pre-employment drug screen and background check
Ability to obtain Airport Issued security badge
Valid Driver’s license
Work Environment & Physical Requirements
Work is performed in an aircraft hangar environment with moderate noise level, inside environmental conditions, which provide protection from weather conditions but not necessarily from temperature changes. Working around equipment with moving parts, ability to lift and carry 50 pounds, frequent standing sitting, walking balancing and stooping
Available Benefits
Medical, dental, vision
Short term & Long term Disability - paid 100% by Company
Life & Accidental Death and Dismemberment - paid 100% by Company
Health Savings Account or Health Reimbursement Account (employer contributions tied to participation in wellness program)
401K & Roth 401k with employer match
Flexible Spending programs
Additional Information
Western Aircraft Inc. has a Drug Free Workplace Policy which includes applicants passing pre-employment testing in accordance with 14 CFR 120. Applicants testing positive for the presence of prohibited drugs are ineligible for employment. DOT applicants who become employees of Western Aircraft Inc. will also be subject to random, reasonable cause, reasonable suspicion, and post-accident testing.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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