Customer Maintenance Support Representative

POSITION SUMMARY

Acts as the main point of contact for aircraft maintenance for our clients or operators, to handle all operational / technical / administrative problems regarding aircraft during maintenance.

JOB RESPONSIBILITIES

• Responsible, under the direction of the Operations Manager, for proactively resolving customer service issues involving Embraer Executive Jet MRO Service Centers.
• Manage customer aircraft through EEJS MRO center maintenance/repair processes by providing primary (written & verbal) customer, hangar, and maintenance communication; tracking aircraft maintenance status; and generating & presenting cost estimates.
• Communicate aircraft issues with Customer. Identifies solutions and defines ways to provide good customer service.
• Prepare and provide Quotes for customer review and approval.
• Discuss applicable Quotes and Flat Rates with Customer.
• Identify record, analyze and evaluate service bulletins, reports, documents, manuals, technical publications, criticisms presented, detected technical/operational problems, need for repair/changes, parts, components and/or system replacement.
• Work directly with the customer and/or their representative to ensure applicable Customer Bulletins (post-delivery obligation agreements, if applicable), Alert Bulletins, Service Bulletins, Service Newsletters, and Advisory Circulars are complied with where possible prior to the aircraft return to service.
• Brief customer on all aspects of services available from EEJS relative to the maintenance, operation and support of their aircraft.
• Upsells additional work to Customer.
• Review work to be accomplished (Arrival Debrief) with Customer upon arrival of the aircraft.
• Assist the Customer in planning, scheduling and performing all maintenance tasks associated with operation of their Embraer Executive Jet.
• Presents and discusses alternative solutions for maintenance and/or modifications problems.
• Collect COD payment, review payment terms with Customer.
• Coordinate Customer requirements with Operations Manager and / or Production Maintenance Supervisor
• Obtain approval from Customer to work discrepancies generated from inspections.
• Price codes work packages, reviews labor charges, builds, reviews and deliver Pro Forma invoice to Customer.
• Review work completed and all inspection findings (RTS Debrief) with Customer prior to departure of the aircraft.
• Makes follow-up call to Customer and update Customer response form (MFA).
• Responsible for Service Center Safety and P3E Actions specific to his function.
• Back-up for the Operations Manager
• Works closely with areas such as Sales, Operations, Engineering, QC, Materials and Finance to ensure both customer & company requirements are met or exceeded.
• Conduct aircraft, engine and APU logbook inspections when requested.
• Address any technical inquiries from the customer with the proper Embraer designated business unit service. Provide input and inform ahead the related EEJS Field Service Representative and/or Customer Account Manager on issue(s).
• Establish and maintain a professional working relationship with the customers' personnel.
• Work with management to support special contractual requirements and/or customer request.
• Perform other duties as assigned.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

• Bachelor's or high school graduate with technical training and knowledge normally achieved through graduation from a university.
• Desirable: A&P license preferred with well-developed technical knowledge of specific types and models of aircraft turbine engines.

Experience:

• Generally, 5-7 years of experience in related aviation sales/customer service experience, acquired in the aviation/aeronautical industry.

Knowledge, Skills & Abilities:

• Must possess strong written and verbal communications skills.
• Aircraft maintenance aspects, client support and service quality techniques,
• Basic accounting skills,
• Read and interpret drawings.
• Embraer products
• Negotiation techniques
• Demonstrate above average proficiency in Microsoft Word and Excel as well as learn any corporate or industry software used by the position (Quantum from Component Control, FlightDocs, CAMPs, FlyEmbraer, etc)

Desirable:

• Bilingual Spanish or Portuguese

Working Conditions / Environment/ Special Requirements

• Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.
• As required by the position, must have the ability to wear a respirator as per OSHA 29 CFR 1910.134 "Respirator Protection" regulations with no restrictions that would prevent the proper use and/or seal of the respirator.
• Employees will be subject to the random drug and alcohol testing under FAA regulations.

GENERAL COMMITMENT FOR ALL EMPLOYEES

• Commitment to company values and complies with department norms, policies, directives, and procedures.
• Incorporates Lean and P3E processes and concepts into daily activities.
• Strive for continuous improvement to processes and procedures.
• Honors and protects confidential and proprietary documents and information.
• Satisfies work schedule requirements.
• The job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required by the employee. Performs other duties as assigned.