{"id":3858340,"url":"https://alion.io/job/textron-customer-service-manager-1st-shift","title":"Customer Service Manager - 1st Shift","company":{"id":1813325,"name":"Textron","domain":"textron.com","url":"https://alion.io/company/textron-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wichita, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-06T07:36:57Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T04:50:06Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"JOB SUMMARY:\nThe Customer Service Manager (CSM) serves as main point of contact with the Customer, as well as a main point of contact for less tenured Customer Service Managers (CSMs). Works with the Service Center Team to maintain and develop a positive relationship with current and future Customers. Responds to Customer inquiries and is responsible for assuring Customer satisfaction by coordinating with the Technical Service Managers (TECHNICAL SERVICE MANAGER).\nJOB RESPONSIBILITIES:\nCoordinate and communicate all aircraft issues with the customer.\nMeets customer upon arrival, reviews work scope with Customer and add squawks as required during arrival debrief.\nFamiliar with warranty programs.\n\nDiscuss applicable service bulletins, quotes, and flat rates as required by the Customer.\n\nAdjust schedule as needed\n\nDiscuss credit terms and collect prepay or deposits, if applicable.\n\nDefine communications and discrepancy approval process with the Customer throughout visit.\nConfirm Customer’s schedule and verifies Customer information in database.\n\nProvide schedule estimate update to the Customer.\n\nCommunicates initial service order and work scope to Lead and Technical Service Manager after Customer debrief.\n\nObtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Technical Service Manager\n\nReports exceptions in work progress affecting schedule commitments and cost of maintenance to the Technical Service Manager\n\nActively seeks upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer.\nMarkets Service Center capabilities to new and existing customers. Fosters a positive relationship between the customer and the Textron Aviation service network\nIn conjunction with Finance, reviews program coverage and pricing. Build, review and approve or change preliminary invoice\nResponsible for communicating safety expectations of the Service Center.\nConduct departure debrief with customer: Review terms, discuss completed work, and address any deferred discrepancies.\nProvide an invoice and collect payment, as applicable.\nPost-delivery follow-up with Customer: \nAssures that open issues involving parts, return maintenance, or billing issues are resolved.\n\nAddresses Maintenance Visit Performance Evaluation issues with the Service Team Leader\n\nProvide guidance and mentorship to peers as needed, including but not limited to:\nEnsuring CSMs who transition to the service center receive adequate training on the systems that interface with the customer\n\nOversee customer disputes and ensure that we are addressing in a reasonable timeframe.\n\nEnsure all CSMs are aware of changes in the iMRO System, process changes, or new initiatives being championed by leadership.\n\nProvide General Manager with financial updates to include\nGeneration and accuracy of the Bill Stat\n\nAnalysis and feedback on previous workorders for financial impact.\n\nJOB SUMMARY:\nThe Customer Service Manager (CSM) serves as main point of contact with the Customer, as well as a main point of contact for less tenured Customer Service Managers (CSMs). Works with the Service Center Team to maintain and develop a positive relationship with current and future Customers. Responds to Customer inquiries and is responsible for assuring Customer satisfaction by coordinating with the Technical Service Managers (TECHNICAL SERVICE MANAGER).\nJOB RESPONSIBILITIES:\nCoordinate and communicate all aircraft issues with the customer.\nMeets customer upon arrival, reviews work scope with Customer and add squawks as required during arrival debrief.\nFamiliar with warranty programs.\n\nDiscuss applicable service bulletins, quotes, and flat rates as required by the Customer.\n\nAdjust schedule as needed\n\nDiscuss credit terms and collect prepay or deposits, if applicable.\n\nDefine communications and discrepancy approval process with the Customer throughout visit.\nConfirm Customer’s schedule and verifies Customer information in database.\n\nProvide schedule estimate update to the Customer.\n\nCommunicates initial service order and work scope to Lead and Technical Service Manager after Customer debrief.\n\nObtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Technical Service Manager\n\nReports exceptions in work progress affecting schedule commitments and cost of maintenance to the Technical Service Manager\n\nActively seeks upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer.\nMarkets Service Center capabilities to new and existing customers. Fosters a positive relationship between the customer and the Textron Aviation service network\nIn conjunction with Finance, reviews program coverage and pricing. Build, review and approve or change preliminary invoice\nResponsible for communicating safety expectations of the Service Center.\nConduct departure debrief with customer: Review terms, discuss completed work, and address any deferred discrepancies.\nProvide an invoice and collect payment, as applicable.\nPost-delivery follow-up with Customer: \nAssures that open issues involving parts, return maintenance, or billing issues are resolved.\n\nAddresses Maintenance Visit Performance Evaluation issues with the Service Team Leader\n\nProvide guidance and mentorship to peers as needed, including but not limited to:\nEnsuring CSMs who transition to the service center receive adequate training on the systems that interface with the customer\n\nOversee customer disputes and ensure that we are addressing in a reasonable timeframe.\n\nEnsure all CSMs are aware of changes in the iMRO System, process changes, or new initiatives being championed by leadership.\n\nProvide General Manager with financial updates to include\nGeneration and accuracy of the Bill Stat\n\nAnalysis and feedback on previous workorders for financial impact.\n\nEDUCATION/ EXPERIENCE: \nOne or more of the below education and experience combinations is required:\n4 years of relative aircraft maintenance experience. A&P license or 2 year technical degree.\n\n6 years of relative aircraft maintenance experience\n\n2 years of relative aircraft maintenance experience. Bachelor’s degree in Aviation or related field\n\nPreferred:\nPrior Textron Aviation or related industry Customer Service, Aircraft Maintenance or Service Center experience\n\nA&P / Repairman / EASA License\n\nQUALIFICATIONS:\nInterpersonal savvy, ability to build and maintain strong customer relationships\n\nAbility to anticipate and address customer needs\n\nExcellent written and verbal communication\n\nPossesses good organization and time management skills\n\nAttention to detail, goal oriented\n\nAbility to prioritize and manage time sensitive responsibilities\n\nHighly motivated\n\nAbility to work in team environment\n\nMaintenance experience preferred\n\nConflict resolution\n\nThe above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.\nTextron Aviation Inc. must comply with U.S. export control laws and regulations. If a position requires access to sensitive information controlled under these laws and regulations, a successful applicant must be eligible to meet any requirements to access controlled information.\nEDUCATION/ EXPERIENCE: \nOne or more of the below education and experience combinations is required:\n4 years of relative aircraft maintenance experience. A&P license or 2 year technical degree.\n\n6 years of relative aircraft maintenance experience\n\n2 years of relative aircraft maintenance experience. Bachelor’s degree in Aviation or related field\n\nPreferred:\nPrior Textron Aviation or related industry Customer Service, Aircraft Maintenance or Service Center experience\n\nA&P / Repairman / EASA License\n\nQUALIFICATIONS:\nInterpersonal savvy, ability to build and maintain strong customer relationships\n\nAbility to anticipate and address customer needs\n\nExcellent written and verbal communication\n\nPossesses good organization and time management skills\n\nAttention to detail, goal oriented\n\nAbility to prioritize and manage time sensitive responsibilities\n\nHighly motivated\n\nAbility to work in team environment\n\nMaintenance experience preferred\n\nConflict resolution\n\nThe above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.\nTextron Aviation Inc. must comply with U.S. export control laws and regulations. If a position requires access to sensitive information controlled under these laws and regulations, a successful applicant must be eligible to meet any requirements to access controlled information.","description_format":"text","description_chars":8965,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Aerospace Manufacturing","Military Drones","Defense Manufacturing","Aircraft Manufacturing"],"lifecycle":[{"event":"open","at":"2026-11-06T07:36:57Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":14,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/textron-customer-service-manager-1st-shift","json_url":"https://alion.io/job/textron-customer-service-manager-1st-shift.json","meta":{"generated_at":"2026-11-09T07:19:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4393,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1813325},"rest":"https://alion.io/mcp/rest/get_company?id=1813325"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftextron-customer-service-manager-1st-shift"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftextron-customer-service-manager-1st-shift"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftextron-customer-service-manager-1st-shift"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/textron-customer-service-manager-1st-shift\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftextron-customer-service-manager-1st-shift"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3858340}},{"tool":"search_jobs","arguments":{"company":"textron.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3858340},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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