Customer Service Representative

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 both internal and external. This position will assist customers with determining aircraft due maintenance and discuss aircraft discrepancies with technical competency.

ESSENTIAL FUNCTIONS AND BASIC DUTIES: 

• Communicate aircraft discrepancies with technical competency. 
• Review and understand aircraft maintenance schedules and tracking programs to determine and communicate due maintenance with the customer.
• Assist with creating maintenance quotes, including presenting upselling opportunities.
• Participate in the incoming inspection of aircraft.
• Coordinate and communicate all aircraft issues and status updates with the customer.
• Meet and debrief with customers upon arrival.
• Review existing programs and obtain instructions for approval requests.
• Discuss applicable service bulletins, quotes, and flat rates as required by the 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 them with the Shop Lead.
• Manage customer communications and discrepancy approvals throughout the 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 the 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 communicate 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 to be able to bill and have 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 open issues, including billing disputes, have been or are in the process of being resolved.
• Schedule the next visit as applicable.
• Collect customer feedback.

• High School Diploma or equivalent required                    
• 3-5 years aviation experience required
• A&P license required
• FAA Certified Repair Station maintenance experience preferred
• Ability to read and interpret aircraft technical manuals, drawings, and service information
• Demonstrated success working in a team environment
• Experience with ERP systems (EBIS preferred), MS Office, Email & Web based applications
• Experience with aircraft maintenance tracking programs (i.e. CAMP, Traxxall, Flightdocs, etc.)