A customer service representative at an MRO repair station in the aviation field plays a crucial role in liaising between customers and the technical team. Their primary responsibilities include handling customer inquiries, providing updates on maintenance progress, and explaining complex repair processes in understandable terms. They also manage work orders, coordinate logistics for parts and service schedules, and ensure that all customer requirements are met in a timely and efficient manner.

In this environment, the customer service representative needs to have a deep understanding of aviation maintenance terminology and procedures. They must be skilled in maintaining accurate records and adept at problem-solving to address any issues that arise during the maintenance process. Strong interpersonal skills are essential, as they need to build and maintain relationships with aircraft operators, leasing companies, and other clients. Additionally, they must be capable of working effectively under pressure, particularly when dealing with urgent repairs or unexpected maintenance needs.

Duties and Responsibilities:

• Customer Communication:

➢ Serve as the primary point of contact for customers seeking repair and maintenance services for their aircraft.

➢ Communicate effectively with customers to understand their service requirements and relay this information accurately to the technical team.

➢ Keep customers informed about the status of their service orders, including any delays or changes in the estimated completion time.

• Service Orders Management:

➢ Process new service orders, including entering data into the repair shop’s management system, scheduling services, and providing estimates for work to be performed.

➢ Coordinate with the technical team to ensure that all necessary parts, tools, and resources are available to complete service orders on time.

➢ Manage and update service records, ensuring that all information is accurate and up to date.

• Billing and Invoicing:

➢ Request invoices to the accounting department for services rendered, ensuring they accurately reflect the work performed and parts used.

➢ Assist with financial transactions, including quotes, estimates, and receipt of payments.

• Customer Satisfaction and Feedback:

➢ Address and resolve customer complaints or concerns in a timely and professional manner to maintain high levels of customer satisfaction.

➢ Collect feedback from customers about their service experience to identify areas for improvement.

➢ Implement strategies to improve service quality and efficiency based on customer feedback.

• Compliance and Safety:

➢ Ensure that all services are performed in compliance with relevant aviation regulations and safety standards.

➢ Stay informed about changes in regulations and industry standards that may affect service offerings or procedures.

• Technical Support Coordination:

➢ Liaise between customers and the technical team to clarify service requirements, technical issues, or special considerations for certain aircraft