Customer Service Manager - 1st Shift

Overview

Textron Aviation has been inspiring the journey of flight for nine decades through the iconic and beloved Cessna and Beechcraft brands. We are passionate advocates of aviation, empowering people with the freedom of flight. As you join our legacy as a global leader in private aviation, you’ll have opportunities to try new fields, expand your skills and knowledge, stretch your abilities, and build your career. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to support you and your family members – now and in the future, beginning day one. Your success is our success.

Description

JOB SUMMARY:

The Customer Service Manager (CSM) serves as main point of contact with the Customer, as well as a main point of contact for less tenured Customer Service Managers (CSMs). Works with the Service Center Team to maintain and develop a positive relationship with current and future Customers. Responds to Customer inquiries and is responsible for assuring Customer satisfaction by coordinating with the Technical Service Managers (TECHNICAL SERVICE MANAGER).

Responsibilities

• Coordinate and communicate all aircraft issues with the customer.
• Meet customer upon arrival, review work scope with Customer and add squawks as required during arrival debrief.
• Familiar with warranty programs.
• Discuss applicable service bulletins, quotes, and flat rates as required by the Customer.
• Adjust schedule as needed.
• Discuss credit terms and collect prepay or deposits, if applicable.
• Define communications and discrepancy approval process with the Customer throughout visit.
• Confirm Customer’s schedule and verify Customer information in database.
• Provide schedule estimate update to the Customer.
• Communicate initial service order and work scope to Lead and Technical Service Manager after Customer debrief.
• Obtain Customer approval for any additional work to be performed on the aircraft and communicate changes to Technical Service Manager.
• Report exceptions in work progress affecting schedule commitments and cost of maintenance to the Technical Service Manager.
• Actively seek upselling opportunities in the areas of maintenance, parts, warranty, and other associated programs that provide value to the customer.
• Market Service Center capabilities to new and existing customers. Foster a positive relationship between the customer and the Textron Aviation service network.
• In conjunction with Finance, review program coverage and pricing. Build, review, and approve or change preliminary invoice.
• Responsible for communicating safety expectations of the Service Center.
• Conduct departure debrief with customer: Review terms, discuss completed work, and address any deferred discrepancies.
• Provide an invoice and collect payment, as applicable.
• Post-delivery follow-up with Customer to assure that open issues involving parts, return maintenance, or billing issues are resolved.
• Address Maintenance Visit Performance Evaluation issues with the Service Team Leader.
• Provide guidance and mentorship to peers as needed, including ensuring CSMs who transition to the service center receive adequate training on the systems that interface with the customer.
• Oversee customer disputes and ensure that we are addressing in a reasonable timeframe.
• Ensure all CSMs are aware of changes in the iMRO System, process changes, or new initiatives being championed by leadership.
• Provide General Manager with financial updates to include the generation and accuracy of the Bill Stat and analysis and feedback on previous work orders for financial impact.

Requirements/Qualifications

EDUCATION/ EXPERIENCE:

• 4 years of relative aircraft maintenance experience. A&P license or 2 year technical degree.
• 6 years of relative aircraft maintenance experience.
• 2 years of relative aircraft maintenance experience. Bachelor’s degree in Aviation or related field.

Preferred:

• Prior Textron Aviation or related industry Customer Service, Aircraft Maintenance or Service Center experience.
• A&P / Repairman / EASA License.

QUALIFICATIONS:

• Interpersonal savvy, ability to build and maintain strong customer relationships.
• Ability to anticipate and address customer needs.
• Excellent written and verbal communication.
• Possesses good organization and time management skills.
• Attention to detail, goal oriented.
• Ability to prioritize and manage time sensitive responsibilities.
• Highly motivated.
• Ability to work in team environment.
• Maintenance experience preferred.
• Conflict resolution skills.

Additional Information

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Textron Aviation Inc. must comply with U.S. export control laws and regulations. If a position requires access to sensitive information controlled under these laws and regulations, a successful applicant must be eligible to meet any requirements to access controlled information.

Tax Credit Information

Join Textron Aviation’s Kansas team and you may be eligible for a $5,000 state of Kansas Aviation tax credit for up to five years. Visit https://www.aircapitaloftheworld.com/taxcredits for more information on the tax credit.

AI Readiness

Textron expects employees to use AI-enabled tools responsibly and effectively. Candidates should be comfortable learning and applying these tools, evaluating AI-generated output with sound judgment, and using AI in line with company policy and ethical standards. Prior experience with specific tools is not required — we value curiosity, adaptability, and good judgment.

EEO Statement

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information or any other characteristic protected by law.

Location and Job Details

Primary Location: US-Kansas-Wichita

Job Function: Flight Operations

Schedule: Full-time

Job Level: Manager without Direct Reports

Job Type: Experienced

Shift: First Shift

Job Posting: 09/21/2026, 11:31:24 AM

Job Number: 343089