Customer Service Manager; First Shift - Houston, TX

Job Description - Customer Service Manager (First Shift) - Houston, TX (338451)

Customer Service Manager (First Shift) - Houston, TX

Job Number: 338451

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.

Become the Trusted Voice that Elevates Every Flight Experience!

We are hiring immediately a full-time Customer Service Manager as part of our Customer Service Team to support our customers.

What you’ll be doing:

In this role, you can expect to be the trusted face of the service center, guiding customers through every stage of their maintenance experience with clarity and confidence. You’ll coordinate work scopes, schedule updates, and financial details while strengthening long term customer relationships. You’ll also mentor peers and influence service quality, ensuring every visit reflects the highest standards of safety and professionalism.

Your responsibilities may include (but are not limited to):

Customer Relationship Leadership: Serve as the primary point of contact for customers by greeting them on arrival, reviewing work scope, capturing new discrepancies, and ensuring a positive, seamless experience throughout the service visit

Service Coordination & Communication: Define communication expectations, align approval processes, and keep customers updated on schedules, work scope, service bulletins, warranty programs, quotes, and pricing to ensure transparency and trust

Work Scope Management & Approvals: Communicate initial work scope to Service Center teams, secure approvals for additional work, report schedule or cost-impacting changes, and ensure technical teams remain aligned with customer needs

Financial Oversight & Invoicing: Partner with Finance to review program coverage, validate pricing, and build accurate preliminary invoices; provide final billing, collect payments when applicable, and deliver a thorough departure debrief to the customer

Service Quality & Post‑Delivery Support: Follow up after delivery to resolve outstanding parts, maintenance, or billing issues; address Maintenance Visit Performance Evaluation feedback to elevate customer satisfaction and service quality

Team Mentorship & Operational Guidance: Support and mentor peers by ensuring system training, sharing updates on process or system changes, assisting with dispute resolution, and providing financial performance updates to the General Manager

What you need to be successful:

Bachelor’s degree in aviation or related field with 2 years of relative aircraft maintenance experience is required

In lieu of degree, a minimum of 4 years of aircraft maintenance experience and/or A&P license or 2-year technical degree is required

In lieu of degree or license, a minimum of 6 years of aircraft maintenance experience is required

A&P/Repairman/EASA License is preferred along with aviation Customer Service, Aircraft Maintenance or Service Center experience is preferred

Your success is our success. We provide a competitive and extensive total rewards package that includes pay and innovative benefits to help you and your family members – now and in the future, beginning day one.

401K company match + additional annual contribution equal to 4% of eligible compensation

Education assistance for undergraduate, graduate, and certificate programs, compensated at the start of the semester

Flight training bonus program for earning pilot certifications

Fertility and adoption assistance, along with discounted childcare and planning

At Textron Aviation, base pay is only one of the parts of our Total Rewards package and is determined within a range. This provides you with opportunities to grow and…