Service Advisor

Job Summary

The Service Advisor is a critical role within the Cirrus Aircraft Factory Service Center, serving as the primary interface between customers and the facility's operations. This position is responsible for maintaining the accuracy and upkeep of the facility's maintenance schedule, evaluating demand and capacity, and coordinating schedules to meet customer expectations and operational objectives.

Duties and Responsibilities

• Coordinate with customers to schedule aircraft maintenance, modifications, and service bulletin/letter compliance.
• Pre-order required parts and service bulletin kits as needed.
• Maintain a balance of shop capacity to meet input demand at the facility and maintenance bay levels.
• Arrange outside services with suppliers as required to meet scheduled return to service targets.
• Develop and provide cost estimates/invoices, including upselling optional Service Bulletins and collecting partial and final payments.
• Develop a reference system to provide retrievable information regarding labor hours, parts cost, etc., for frequently quoted services, bulletins, and modifications.
• Stay current on revisions to inspection requirements, changes in parts prices, warranty status of scheduled aircraft/bulletins, and revisions to FAR's and other data affecting price quotes or customer downtime.
• Conduct a thorough analysis of customers' aircraft maintenance history, additional customer requests, service bulletins, airworthiness directives, and provide detailed schedule options with lead-times and downtime for customer decision-making.
• Prepare necessary documents into packages prior to customer arrival and present them to service center management for customer debrief.
• Prepare a weekly maintenance schedule (minimum two-week window) for distribution to all Service Center functions.
• Attend daily/weekly crew chief/supervisory meetings, prepared to discuss pre-arranged services, parts/kit availability, and other factors influencing customer due-out schedules.
• Coordinate and provide planning for special projects such as modifications, engineering issues.
• Keep current knowledge of quality inspection requirements affecting work scope maintenance events or the ability to work on scheduled aircraft.
• Verify that work requested falls within the financial credit limit of the customer's account and/or maintenance program, providing 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.

• Bachelor's in Aviation Management or Aviation Maintenance Technologies and 4 years of experience in aviation maintenance, or 8 years of combination experience in scheduling or aircraft maintenance with knowledge of aircraft systems, maintenance practices, inspection programs, and Federal Aviation Regulations.
• 2 years of 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.

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