Customer Maintenance Support Representative - Sanford, FL

Embraer•Sanford, FL

2d•Onsite

About The Position

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. 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.

Requirements

Bachelor’s or high school graduate with technical training and knowledge normally achieved through graduation from a university.
Generally, 5-7 years of experience in related aviation sales/customer service experience, acquired in the aviation/aeronautical industry.
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)
Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.

Nice To Haves

A&P license preferred with well-developed technical knowledge of specific types and models of aircraft turbine engines.

Responsibilities

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.