Customer Service Manager (Jet Engine CFM56 Project Manager)


Doral, Florida

What You Will Do:

    The Customer Service Manager will be responsible for all aspects of receiving customer inquiries, determining cost estimate, providing quotes, receiving and interpreting work scopes, reporting progress and providing status reports to customers. Additionally, the CSM will reconcile estimates, capture costs of additional work required, and total repair costs with accounting. The CSM will also communicate invoices to customers, acting as contact person for any customer quality control and records issues, all the while, soliciting engine, piece part, and field service repairs. Incumbent shall report to the Senior Customer Service Manager and is specifically responsible for:
  • Weekly status reports to customers to include engine status per module, any additional findings during shop visit, and any revised schedule and/or cost estimates
  • Attending production meetings – serving as liaison between customer and GEM –  while production is reviewing their customer’s engine
  • Ensuring GEM has a purchase order and relevant engine information to provide most accurate cost estimate prior to starting work on engine parts or per module.
  • Strong communication between GEM and customers, and foster a highly engaged and collaborative working relationship
  • Processing invoices in a timely and accurate manner
  • Providing customers accurate and detailed cost estimates, as well as ensuring customers are well informed of invoice amounts
  • Maximizing profit margins by managing part purchases, repairs, and usage on customer engines
  • Occasional travel when needed and additional work hours when required
  • Ensuring upmost customer satisfaction and addressing any customer feedback
  • Post mortem reports to including customer revenue and profit margins by work order
  • Effective communications to internal and external customer base, and serving as backup for their CSM team members
  • Leadership ability to promote and foster a continuous improvement culture
  • Visiting core customers when necessary and/or required
  • Producing trip reports and other communication methods to alert/inform management of customer needs and requirements



Minimum knowledge, skills, abilities, and competencies include but are not limited to…

  • Experience with CFM 56/PW JT8D product line
  • Two years of Customer Service experience in Aviation
  • Must be willing to work additional hours when required
  • Demonstrates exceptional written and oral communication skills
  • Strong consulting/negotiation skills with the capacity to deliver superior customer service
  • Team player versed in managing and resolving conflict
  • Excellent customer service and interpersonal skills
  • Must be able to work under pressure and demonstrate discretion, fairness, and a persuasive, congenial personality
  • Highly organized and detailed-oriented with flexible work style
  • Commitment to ethical standards, confidentiality, and personal integrity
  • Demonstrates proficiency with MS Office, i.e., Outlook, Excel, Word, Power Point
  • Language – English, business proficiency
  • Associate in Arts or Science degree


  • Quantum aviation software experience
  • Language – Spanish, business proficiency
  • Bachelor of Arts or Science degree
    Global Engine Maintenance (GEM), LLC is an Equal Opportunity Employer (EOE) and a Drug Free Workplace. GEM provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national-origin, protected veteran or disabled status. 11/07/2018 – OB/HM

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