Aviation Customer Advocate
1 day ago
Estimated Salary: $100,000 - $160,000 per year
We are seeking an experienced Aviation Customer Advocate to join our team at Textron Aviation. In this role, you will be responsible for ensuring customer satisfaction by coordinating with the Service Center Team, responding to customer inquiries, and fostering a positive relationship between the customer and the Textron Aviation service network.
Key Responsibilities:
- Cultivates and maintains strong relationships with customers
- Responds to customer inquiries and resolves issues in a timely manner
- Coordinates with the Service Center Team to ensure customer needs are met
- Reviews warranty programs and discusses applicable service bulletins, quotes, and flat rates with customers
- Adjusts schedule as needed to accommodate customer requests
- Defines communications and discrepancy approval process with customers throughout visit
- Confirms customer's schedule and verifies customer information in database
- Provides schedule estimate update to customer
- Communicates initial service order and work scope to Lead after customer debrief
- Obtains customer approval for any additional work to be performed on the aircraft and communicates changes to TSM
- Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the TSM
- Actively seeks upselling opportunities in the areas of maintenance, parts, warranty, and other associated programs that provide value to the customer
- Markets Service Center capabilities to new and existing customers
- Fosters a positive relationship between the customer and the Textron Aviation service network
- In conjunction with Finance, reviews program coverage and pricing. Builds, reviews, and approves or changes Pro Forma invoice
- Responsible for participating in the Service Center safety culture
- Upon departure debrief, meets with customer to review terms, work accomplished, list of open discrepancies, and returns aircraft logbook
- Delivers pro forma invoice and collects payment, as applicable
- Post-delivery follow-up with customer: assures that open issues involving parts, return maintenance, or billing issues are resolved; addresses Maintenance Visit Performance Evaluation issues with the Technical Service Manager
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