MRO Customer Service Manager

The Customer Service Manager (CSM) is focused on managing MRO customers and their accounts from pre-arrival to post-delivery. This individual will be responsible for ensuring customer retention and loyalty through customer-centric service as it relates to the completion of work within compliance with 14 CFR Part 145 standards

Duties & Responsibilities

• Works inter-departmentally 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 the 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

• Minimum five (5) years experience in general aviation
• Minimum three (3) years of 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

Other Prerequisites

• Pass pre-employment drug screen and background check
• Ability to obtain an Airport 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
• Paid vacation, holidays, sick leave, jury duty, bereavement
• Health Savings Account or Health Reimbursement Account (employer contributions tied to participation in wellness program)
• 401K & Roth 401k with employer match
• Flexible Spending programs

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.