Customer Service Officer, Service Center Support – Business Aviation Dahlewitz

Job Description

JR6143713 Customer Service Officer, Service Center Support – Business Aviation Dahlewitz

Why Rolls-Royce

We are seeking a Customer Service Officer (f/m/d) to join our team in Dahlewitz (near Berlin). In this role you will be responsible for providing technical, logistical and commercial assistance to Rolls-Royce customers and Service Center (SC) personnel through guidance and training and as well onsite support as it relates to customer support and the Authorized Service Center (ASC) agreements. This position is primarily responsible for interfacing with our Service Centers in Europe, along with the operators who have maintenance performed there. Additionally, the position interacts directly with customers to answer questions and resolve general issues. Travel to customer sites is required as needed to support key operational and technical events, enhancing the customer experience. Up to 40% travel is expected to client sites within region, and up to 10% outside of the region.

Key Responsibilities

• Resolve operational and technical issues in collaboration with Service Centers.
• Provide day-to-day Operational Service Desk (OSD) support, covering technical and logistical aspects of Service Center operations.
• Ensure effective communication and data transfer between Rolls-Royce, Service Centers, and customers.
• Review and approve standard Work Orders related to Line Maintenance activities, ensuring compliance with warranty and service-level agreements.
• Support and train users of the ASC Application to enhance service quality
  and efficiency.
  

Required Qualifications & Experience

• Associate degree with 4+ years of experience in corporate aviation, airframer, or customer-focused environments; OR Bachelor’s degree with 2+ years of relevant experience; OR Master’s degree; OR 6+ years of relevant experience in lieu of a degree.
• Extensive experience in corporate aviation, airframer, vendor, or customer support roles.
• Proven record of exceptional customer service and relationship management.
• Experience in Technical Services, Customer Support, or Program Management.
• Strong commercial acumen, including understanding of contractual terms.
• Ability to collaborate effectively across multiple teams and functions.
• Fluent in English (written and spoken).

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives which are crucial to innovation and problem solving. We believe the more diverse perspectives we have, the more successful we’ll be. By building a culture of caring and belonging, we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global Inclusion strategy at Our people | Rolls-Royce

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