Job Summary:
The Customer Service Manager will communicate and develop a business relationship with the customer’s management (Aviation Department Manager, Vice President, Chief Pilot, Pilots) to ensure aircraft reliability, cost of operations and product satisfaction that meets or exceeds expectations. Communications include customer visits, interfacing at company-sponsored events, telephone, email, etc. Total customer satisfaction with Dassault Falcon Jet (DFJ) is the primary goal of this position
Principal Duties:
Maintain liaison with customer’s management team
Assist customer operations/maintenance of their aircraft as safely and economically as possible in accordance with standard industry practice; maintain manufacturer’s recommendations and government regulations
Present “Welcome to the Family” presentations to all new Falcon operators or as requested
Provide thorough briefing to customers on all administration functions that may affect relationship with DFJ. This includes and is not limited to spares/pre-owned/new aircraft warranty, spares terms and conditions policy, DOA, TBO, NFF and service report status
Visits/contact with the customer facility include Chief Pilots, Directors, Chief of Maintenance, Parts Managers, Warranty Administrators and Accounting. Topics discussed during these visits shall include, but not be limited to, technical/reliability concerns, service bulletin status, maintenance budget recommendations, pilot operational issues, APRO/MAIC capabilities/benefits and ASC program/its benefits
Track current location, phone numbers and main points of contact of customers for DFJ customer master file
Ensure customer is aware/satisfied with all Dassault approved training organizations for both maintenance and pilot training; record, track and resolve any customer training issues
Discuss and demonstrate benefits and cost of various technical publications/programs (CATS, FIELD 4, FIELD BASIC, OCIP, CREDDO, PETAL and PILOT)
Carefully prepare and submit all reports (CCRs, contact reports, market/technical surveys, expense reports, incident reports) in a timely manner
Be accountable for customer open invoice disputes, overdue CDIs, DFJ tech pub sales, spares parts volume, service related work accomplished at our Authorized Service Centers, open customer issues and total time to resolve
Be familiar with/utilize Front Line Empowerment Policy
Communicate on company email system for messages, download/upload files
Adhere to “no pass on” policy of Field Service
Track current locations/addresses of aircraft and operators for DFJ customer master files
Non-Principal Duties:
Participate in Falcon aircraft presentation flights to prospective customers/operators with the Regional Sales Manager and Field Service Representative
Participate in Field Service Department meetings
Attend initial/refresher maintenance training at DFJ approved training organization for airframe, engine and APU
Assist customers to troubleshoot, analyze and recommend correction action for aircraft discrepancies when requested by operator
Be familiar with various aircraft inspections cycles and ensure customer receives its maximum benefits
When based at a remote field office, assist in maintaining the office in a professional manner; clean, organize, obtain supplies, update the technical library, and file with attention to quality and timeliness
Attend/participate in local aircraft organizations (WAMA, PAMA, NBAA, AOPA, etc.)
Provide on-site warranty adjudication when needed to help resolve open issues within guidelines and limits established by Director of Spares for DFJ. Encourage customer to complete warranty/service reports
Aid customer in forecasting their spare parts/service bulletins and ground support requirements
Minimum Qualifications:
Associate’s degree or equivalent experience
Demonstrated leadership skills and prior success establishing a relationship with customer’s management
Five (5) to seven (7) years of business jet maintenance experience, Falcon aircraft preferred
Excellent communications skills (written and verbal)
Excellent presentation skills required
Intermediate proficiency in PC, MS Office, database retrieval, etc.
A&P license
Flexibility of personal schedules
Demonstrated strong customer service orientation
Driver’s license
Passport/proper travel documents required
Additional Desired Qualifications:
Pilot’s license
Aircraft spare parts sales/warranty administration experience
Teaching/instructor experience
IA
Bachelor’s degree
Chief of Maintenance/management position and responsibilities experience preferred
Working Conditions:
Office environment
40-75% travel
Equal Opportunity Employer
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