Summary of Accountabilities
The Customer Service Representative will serve as the main point of contact between MCAS and the customer. This position will work with the Maintenance, Finance, and Parts Teams to maintain and develop positive relationships with all customers current and future. This position will provide a positive experience at MCAS by coordinating with the Maintenance Team on all aspects of projects.
Primary Duties and Responsibilities
- Assist with creating maintenance quotes, including presenting upselling opportunities.
- Participate in incoming inspection of aircraft.
- Coordinate and communicate all aircraft issues and status updates with the customer.
- Meet and debrief with customer upon arrival.
- Review existing programs and obtain instructions for approval requests.
- Discuss applicable service bulletins, quotes, and flat rates as required by customer.
- Add debrief squawks as needed and discuss any required schedule changes.
- Review customer credit terms and collect any prepayments and deposits due on arrival.
- Build work order packages and review with Shop Lead.
- Manage customer communications and discrepancy approvals throughout project.
- Communicates initial service order, debrief squawks and work scope to Maintenance Manager/Shop Lead after customer debrief.
- Monitor and work with the Maintenance Manager to ensure work package is on schedule and within budget, including shop floor efficiency.
- Actively obtain customer approval for any additional work to be performed or parts required and communicates approvals with the appropriate MCAS parties.
- Reports issues arising in work progress affecting schedule and price to the customer.
- Maintain current customer contact details.
- Review customer invoices for being able to bill and having Finance issue the pro forma invoice.
- Meet with customer for departure debrief.
- Review terms, work performed, list of any open discrepancies, and ensure return logbook(s) and any customer property.
- Present customer with invoice as applicable.
- Follow up with customer post visit.
- Assure that open issues, including billing disputes, have been or are in the process of being resolved.
- Schedule next visit as applicable.
- Collect customer feedback.
Education and Experience
High School Diploma or equivalent required.
Physical Requirements
Must possess current, valid drivers’ license with no restrictions. Ability to sit for long periods of time. Able to view computer screen for lengths at a time. Must be able to speak and listen clearly. Fine visual acuity to read for accuracy
Additional Requirements or Skills
- 3-5 years Aviation background required
- FAA Repair Station Experience preferred
- A&P experience preferred
- Ability to use aircraft manuals and technical drawings
- Demonstrated success working in a team environment
- Experience with ERP systems (EBIS preferred), MS Office, Email & Web based applications
- Excellent written and verbal communication skills
- Exceptional organizational skills and attention to detail
- Solid customer service abilities
- Strong motivational skills
- Sound reasoning and decision making skills
Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status.
Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.
This employer uses E-Verify.