Customer Maintenance Support Representative
Company: Embraer
Location: Sanford
Posted on: April 28, 2024
Job Description:
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.
Keywords: Embraer, Sanford , Customer Maintenance Support Representative, Professions , Sanford, Florida
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