Service Advisor

Cirrus Aircraft’s Mission is to deliver an aviation experience that is the pinnacle of innovation, quality, and safety to our customers. Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet™, the world’s first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System® (CAPS®) – the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed nine million hours and over 250 people have returned home safely to their families as a result of the inclusion of CAPS® as a standard feature on all Cirrus aircraft. Find out more at cirrusaircraft.com.

Cirrus offers a competitive benefits package and is dedicated to the advancement of general aviation. The Cirrus Flying Club offers employees and their family members the unique opportunity to obtain their private pilot’s license in the comfort of a Cirrus or rent a Cirrus for an impromptu adventure at a greatly reduced rate. We are committed to investing in the future of our employees and company by offering professional development and career progression opportunities and we engage employees by offering several employee and family events throughout the year, as well as the opportunity to take part in activity clubs and community events.

Job Summary

The Service Advisor is the primary interface between the Customers of the Factory Service Center and the facilities operations. The Service Advisor is responsible for the continued upkeep and accuracy of the facility’s maintenance schedule. The Service Advisor evaluates the demand along with the facilities capacity and coordinates the facilities schedule in order to meet Owner expectations and the facilities operational objectives. The Service Advisor will build work packages, including labor and required parts, based on the type of service performed and serves as the primary contact for communication related to the status scheduled and in process maintenance events.

Duties and Responsibilities/Essential Functions

• Serves as the primary contact for Customers communication with respect to scheduling aircraft into the service center for maintenance, modifications, and service bulletin/letter compliance (Includes airframe, avionics, and engines)
• Coordinates with parts department to pre-order known required parts and service bulletin kits as required
• Maintains balance of shop capacity to input demand at the facility and maintenance bay levels
• Pre-arranges outside services with suppliers as required to meet scheduled return to service targets.
• Develops and provides cost estimates/invoices to include upselling optional Service Bulletins along with collecting partial and final payments.
• Develops reference system to provide retrievable information regarding labor hours, parts cost, etc., regarding frequently quoted services, bulletins, and modifications
• Keeps current on revisions to inspection requirements, changes in parts prices (particularly service bulletins) warranty status of scheduled aircraft/bulletins, revisions to FAR's and other data that could affect price quotes or customer "down time"
• Conducts a thorough repeatable analysis of the customers' aircraft maintenance history, additional customer requests, service bulletins, air worthiness directives and provides detailed schedule options with lead-times and downtime so the customer can make an informed decision. Includes all CUSTOMER and DEMO aircraft
• Prepares necessary documents into package prior to the customer's arrival and presents them to service center management for customer debrief.
• Prepares a weekly maintenance schedule (minimum two-week window) for distribution to all Service Center functions
• Attends daily /weekly crew chief/supervisory meeting, prepared to discuss pre-arranged services, parts/kit availability and other factors that influence the customer's due-out schedule
• Coordinates & provides planning for special projects such as modifications, engineering issues
• Keeps current knowledge of the quality inspection requirements that could affect a work scope maintenance event or the ability of the service center to work on a scheduled aircraft
• Verify that work requested falls within the financial credit limit of the customer's account and or maintenance program and provides alternate options if it does not
• Support coordination and planning of scheduled aircraft maintenance visits
• Develop and maintain knowledge of maintenance programs, Proposal and Sales processes, Scheduling and Capacity Planning, factors influencing aircraft visit span times and intricacies involving aircraft work packages.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Education and or Experience Requirement(s)

• Bachelors in Aviation Management or Aviation Maintenance Technologies and 4 years experience in aviation maintenance OR 8 yrs. combination of experience in scheduling or aircraft maintenance with knowledge of aircraft systems, maintenance practices, inspection programs and Federal Aviation Regulations.
• 2 years prior planning / scheduling experience working in a variable demand fixed capacity environment preferred.

Certification Requirement(s)

• Project Management Professional certification preferred

License Requirement(s)

• Airframe & Powerplant license preferred.

Other Specific Requirements

• Demonstrated strong Customer service skills
• Demonstrated strong written and verbal communication skills
• Demonstrated ability to prioritize multiple objectives, meet established deadlines and balance multiple projects and assignments
• Strong working knowledge of Microsoft Office Suite products

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Focus – Builds strong Customer relationships and delivers Customer centric solutions.
• Balances Stakeholders – Anticipates and balances the needs of multiple stakeholders.
• Resourcefulness – Secures and deploys resources effectively and efficiently.
• Communicates Effectively – Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Being Resilient – Rebounds from setbacks and adversity when facing difficult situations.

Ensures Exceptional Customer Service:

• Energizes the Cirrus Service Essentials
• Strives to improve service performance.
• Anticipates guests' needs and responds promptly.
• Displays guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Handles guest problems and complaints.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.

Chosen as the location for our Vision Center Campus, the hub of our customer experience activities, Knoxville is often described as a hidden gem. Surrounded by the Smoky Mountains and home to the rambling Tennessee River, the town offers a plethora of outdoor activities and a vibrant downtown. Very few places feature the opportunity to experience live music, culture, outdoor adventures and acclaimed cuisine in one location. It’s no wonder why Knoxville was recently named as a Top 10 Destination on the Rise by Trip Advisor.

Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.