Description
About Us: Since 1936, Elliott Aviation has been a world-class provider of comprehensive and customer-focused solutions for business aviation. Our team provides aircraft sales and acquisitions (as Elliott Jets), avionics, maintenance, parts, paint and interiors, accessories, and FBO services. Elliott Aviation - Milan is a known and trusted name for providing the industry's highest quality business aviation solutions for Hawkers, Citations, Beechjets, and King Airs to Challengers, Phenoms, and more. This position is located in Milan, Illinois and requires you to be onsite.
Role Overview At Elliott Aviation, we're committed to providing our customers with a seamless and satisfying experience throughout their aviation service journey. As a
Customer Experience Leader, you will be instrumental in ensuring that our customers receive exceptional service during their maintenance events. In this role, you will be the primary point of contact for our customers, working closely with various Operations teams (maintenance, avionics, paint, interiors, quality, and parts) to deliver on our promises and uphold our quality standards.
Key Responsibilities: - Build Strong Relationships: Establish and maintain open communication with customers throughout their service experience, ensuring they feel informed and valued.
- Project Oversight: Track the progress of aircraft maintenance, providing customers with regular updates on timelines, status, and any potential challenges.
- Operational Support: Collaborate with Operations teams to optimize efficiency, ensuring tasks are completed within targeted goals and maintaining high-quality standards.
- Resource Coordination: Schedule and manage resources for service requests, ensuring a smooth flow of work and timely task completion.
- Daily Check-ins: Engage with Crew Chiefs and Team Leads to address any open issues, roadblocks, or necessary actions to maintain project schedules.
- Invoice Management: Ensure accurate and ethical invoicing practices, collaborating with the Invoice Specialist and Operations leaders to present final invoices to customers.
- Documentation: Maintain a standardized, accessible documentation system for all projects and provide timely updates to production control on any changes in work scope.
- Customer Follow-Up: Promptly close customer accounts within five days of service delivery and collect progress payments as required.
What You'll Need: - Skills & Qualifications:
- Excellent oral and written communication skills
- Experience in an aviation technical discipline
- Associate's degree or equivalent; Project Management Certification is a plus
- Strong problem-solving and organizational skills
- Basic computer proficiency for reporting and tracking
- Interpersonal Skills: Ability to resolve conflicts positively and effectively communicate with customers, top management, and team members.
- Availability: Flexibility to work nights and weekends, and travel as needed for aircraft events.
Salary & Benefits Wage Scale: Specific compensation for this role will be determined by several factors including but not limited to; minimum and preferred qualifications, knowledge, skills, abilities, education, experience and location.
General Benefits: Elliott Aviation takes pride in offering a competitive and comprehensive benefit package to its employees to ensure our team is well cared for.
- Benefits begin day 1 of employment!
- Health, Dental and Vision Insurance- Significant contributions are made by Elliott Aviation as part of our commitment to providing a comprehensive benefit program. You can earn lower rates through our wellness program as well.
- RXnGo Pharmacy benefit - Generic prescription coverage at zero cost to the employee
- Time Off - You will receive 8 paid holidays and paid earned time off.
- Relocation assistance provided for most of our positions
- 401(k) - Elliott offers a company match program for your retirement savings
- Company Sponsored short-time and long-term disability as well as life insurance
- Employee Assistance Program (EAP) - Confidential consultation and resources services 24/7
- Training and Education- On average, Elliott Aviation invests upwards of $3,000 per team member on development of technical skills as well as soft and leadership skills