Business Aviation Customer Service Manager - Mountain West Region

BUSINESS AVIATION CUSTOMER SERVICE MANAGER - Mountain West Region

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.

• 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, including 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; discuss technical/reliability concerns, service bulletin status, maintenance budget recommendations, pilot operational issues, APRO/MAIC capabilities/benefits and ASC program 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.

• 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.

• 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).
• Intermediate proficiency in PC, MS Office, database retrieval, etc.
• A&P license.
• Flexibility of personal schedules.
• Demonstrated…