Customer Maintenance Support Representative - Sanford, FL

Embraer•Sanford, FL

About The Position

The Customer Maintenance Support Representative is the primary point of contact for clients and operators regarding aircraft maintenance, addressing operational, technical, and administrative concerns during maintenance at Embraer Executive Jet MRO Service Centers. Under the direction of the Operations Manager, the representative manages customer aircraft through maintenance and repair processes, coordinates communication among customers, hangar teams, and maintenance personnel, tracks maintenance status, prepares estimates and quotes, and supports customers with maintenance planning and service decisions. The position also coordinates customer requirements with internal teams, supports safety and P3E initiatives, and serves as a backup for the Operations Manager. The role requires aviation industry customer service or sales experience, strong communication skills, and the ability to understand aircraft maintenance and related technical materials.

Requirements

Bachelor’s degree, or high school graduation with technical training and knowledge normally achieved through university graduation.
Generally, 5–7 years of related aviation sales or customer service experience acquired in the aviation/aeronautical industry.
Strong written and verbal communication skills.
Knowledge of aircraft maintenance, client support, and service quality techniques.
Basic accounting skills.
Ability to read and interpret drawings.
Knowledge of Embraer products.
Knowledge of negotiation techniques.
Above-average proficiency in Microsoft Word and Excel.
Ability to learn corporate or industry software used by the position, including Quantum from Component Control, FlightDocs, CAMPs, and FlyEmbraer.
Ability to work safely and professionally while adhering to OSHA, EPA, state, and federal regulatory requirements.
Commitment to company values and compliance with department norms, policies, directives, and procedures.
Ability to incorporate Lean and P3E processes and concepts into daily work and strive for continuous improvement.
Ability to protect confidential and proprietary documents and information and satisfy work schedule requirements.

Nice To Haves

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

Responsibilities

Proactively resolve customer service issues involving Embraer Executive Jet MRO Service Centers.
Manage customer aircraft through MRO maintenance and repair processes, including customer, hangar, and maintenance communications and tracking aircraft maintenance status.
Generate and present cost estimates and prepare quotes for customer review and approval.
Discuss applicable quotes and flat rates with customers and upsell additional work.
Communicate aircraft issues to customers and identify solutions that support good customer service.
Review service bulletins, reports, documents, manuals, technical publications, and identified technical or operational problems; assess repair, change, parts, component, and system replacement needs.
Work with customers or their representatives to ensure applicable Customer Bulletins, Alert Bulletins, Service Bulletins, Service Newsletters, and Advisory Circulars are addressed where possible before the aircraft returns to service.
Brief customers on services available from EEJS for maintenance, operation, and support of their aircraft.
Review work to be accomplished with customers during the arrival debrief.
Assist customers in planning, scheduling, and performing maintenance tasks associated with operating their Embraer Executive Jet.
Present and discuss alternative solutions for maintenance or modification problems.
Collect COD payments and review payment terms with customers.
Coordinate customer requirements with the Operations Manager and/or Production Maintenance Supervisor.
Obtain customer approval for work on discrepancies generated by inspections.
Price-code work packages, review labor charges, and prepare, review, and deliver pro-forma invoices to customers.
Review completed work and inspection findings with customers during the return-to-service debrief before departure.
Follow up with customers and update the Customer response form (MFA).
Support Service Center safety and P3E actions specific to the role.
Back up the Operations Manager.
Work with Sales, Operations, Engineering, QC, Materials, and Finance to meet or exceed customer and company requirements.
Conduct aircraft, engine, and APU logbook inspections when requested.
Route customer technical inquiries to the appropriate Embraer-designated business unit service.
Provide advance information about issues to the related EEJS Field Service Representative and/or Customer Account Manager.
Establish and maintain professional working relationships with customer personnel.
Work with management to support special contractual requirements and customer requests.
Perform other duties as assigned.