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 General 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.
• 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 General 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.
• 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 Portuguese or Spanish
• Conflict Resolution
• Microsoft Products

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.