Regional Field Service Manager - West Territory

Cirrus Aircraft’s Mission is to deliver an aviation experience that is the pinnacle of innovation, quality, and safety to our customers. Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet™, the world’s first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System® (CAPS®) – the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed nine million hours and over 170 people have returned home safely to their families as a result of the inclusion of CAPS® as a standard feature on all Cirrus aircraft. Find out more at cirrusaircraft.com.

Cirrus offers a competitive benefits package and is dedicated to the advancement of general aviation. The Cirrus Flying Club offers employees and their family members the unique opportunity to obtain their private pilot’s license in the comfort of a Cirrus or rent a Cirrus for an impromptu adventure at a greatly reduced rate.  We are committed to investing in the future of our employees and company by offering professional development and career progression opportunities and we engage employees by offering several employee and family events throughout the year, as well as the opportunity to take part in activity clubs and community events.

Regional Field Service Manager (RFSM’s) are among the first Cirrus employees a customer or partner will communicate with when they have an issue or question about their aircraft, so making a great first impression and promptly responding to their needs is essential to maintain brand loyalty and satisfaction. The RFSM will assist partners, owners and pilots with maintenance, warranty questions and concerns, maintenance coordination, scheduling, and operational questions as needed. The RFSM will also coordinate AOG support, parts, and repairs to return an aircraft to service as soon as possible. You will provide warranty authorizations within the policy guidelines of Cirrus Aircraft and its vendors and have the authority to make decisions outside of policy in the interest of customer satisfaction. Customer & Field support is provided primarily by email and telephone. Additional duties such as support of maintenance training dept. or AOG dispatch maybe assigned when appropriate and needed.

Cirrus is accepting applications for Customer Service/Aviation Professionals to be located within the territory.  The ideal location for this position is Las Vegas, NV but that is negotiable.

Essential Duties:

• Be the primary customer service & technical support liaison between other departments within Cirrus or its customers, partners or vendors.
• First line in customer escalation process.
• Support and promote company & department directives with a positive attitude. Be able to give and receive candid and helpful feedback; willing to cooperate, consider, and work with others in the department and across the organization with positive attitude.
• Remain flexible and dynamic, able to adapt to different roles and expectations regularly.
• Support the regional team that you report too when needed / assigned by CSD. Remain flexible.
• Support on call (after hours) rotating schedule, answer calls, support customers as needed on nights and weekends.
• Prioritize and respond to phone and email requests for support in a timely manner.
• Be a liaison for customer communications while coordinating internal and external support and logistics to resolve issues as quickly as possible.
• Evaluate and provide warranty authorizations outside of normal policies when appropriate.
• Practice the “Cirrus Service Essentials” with all customer interactions.
• Assume ownership from start to finish of a case.
• The RFSM may operate an aircraft for business transportation or perform a post maintenance flight test (PMFT), pending the following requirements have been met:
  • Meets pilot proficiency and current status with the Cirrus Aircraft Flight Operations department.
  • Holds a valid private pilot certificate and current medical 2nd class.
  • In the case of PMFT, must hold a valid 2nd class medical with a commercial pilot certificate.
  • The RFSM shall not make any flight that the RFSM deems beyond their level of proficiency or comfort level.
    Cirrus Aircraft Job Description Page 2
• The RFSM will seek out the best possible support companies within their territory and eliminate those ASC that