Customer Maint. Support Rep.

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