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Michael Janvier
Customer Service Manager @Textron Aviation
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WORK HISTORY
Customer Service Manager @Textron Aviation
Orlando, FL, US
Coordinate and communicate all aircraft issues with the customer.• Meets customer upon arrival, reviews work scope with Customer and add squawks as required during arrival debrief.• Familiar with warranty programs.• Discuss applicable service bulletins, quotes, and flat rates as required by the Customer.• Adjust schedule as needed• Discuss credit terms and collect prepay or deposits, if applicable.• Define communications and discrepancy approval process with the Customer throughout visit.• Confirm Customer\'s schedule and verifies Customer information in database.• Provide schedule estimate update to the Customer.• Communicates initial service order and work scope to Lead and Technical Service Manager after Customer debrief.• Obtain Customer approval for any additional work to be performed on the aircraft and communicates changes to Technical Service Manager• Reports exceptions in work progress affecting schedule commitments and cost of maintenance to the Technical Service Manager• Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer.• Markets Service Center capabilities to new and existing customers. Fosters a positive relationship between the customer and the Textron Aviation service network• In conjunction with Finance, reviews program coverage and pricing. Build, review and approve or change preliminary invoice• Responsible for communicating safety expectations of the Service Center.• Conduct departure debrief with customer: Review terms, discuss completed work, and address any deferred discrepancies.• Provide an invoice and collect payment, as applicable.• Post-delivery follow-up with Customer:• Assures that open issues involving parts, return maintenance, or billing issues are resolved.• Addresses Maintenance Visit Performance Evaluation issues with the Service Team Leader
EDUCATION
Embry-Riddle Aeronautical University
Bachelor’s Degree, Spaceflight Operations
SKILLS
ABOUT MICHAEL JANVIER
Experienced Veterans Program Coordinator with a demonstrated history of working in the higher education industry. Skilled in Operational Planning, Tactics, Information Assurance, Military Training, and Microsoft Office. Strong community and social services professional with a Bachelor’s Degree focused in Spaceflight Operations from Embry-Riddle Aeronautical University. Skilled Avionics Technician with 9 years of leadership experience in removing, installing, troubleshooting, and inspecting components towards preventive and corrective maintenance on the aircraft and ground support equipment. Self-motivated problem solver with strong analytical skills and proven track record in the following competencies; supervising, mentoring, leading, learning, adapting, and working well under dynamic and demanding conditions. A versatile leader with experience in mentoring and guiding teams and individuals from diverse backgrounds. Flexibility to adjust to meet company demands by adapting to frequent shift changes, adjusting schedules to meet ever-changing priorities, and learning individuals’ strengths and weaknesses to best position the team for success.
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