BUSINESS AVIATION CUSTOMER SERVICE MANAGER - Pacific U.S. Region

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

Compensation and Benefits

The compensation for this position typically falls between $100,000 and $140,000 per year.  This position is not eligible for overtime.  Note, the final compensation offered to a successful candidate will depend on several factors that may include but are not limited to the type and years of relevant experience, Falcon-specific experience, relevant education/certifications, geographic location, and shift. 

Our total compensation package also offers comprehensive healthcare coverage (Medical/Prescription, Dental, Vision), HSA and FSA options, 401k Plan with Company Match, Life Insurance, Disability Benefits, Supplemental Insurance, Group Legal, Paid Time Off, Tuition Reimbursement, Employee Discounts and much more.

We are committed to finding the best, brightest and most dedicated individuals in the aviation industry. Our employees are the key to our success. Soar with us.