Customer Maintenance Support Representative - Sanford, FL

Embraer•Sanford, FL

About The Position

The Customer Maintenance Support Representative serves as the primary point of contact for customers and operators regarding operational, technical, and administrative matters involving aircraft undergoing 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 communications among customers, hangar personnel, and maintenance teams, tracks aircraft status, and prepares and presents cost estimates and quotes. The role supports customers in planning and completing maintenance, reviews work and inspection findings with them, obtains approvals for additional work, discusses maintenance alternatives, and coordinates customer requirements with operations and production maintenance leadership. The representative also helps address technical inquiries, supports contractual requirements and customer requests, conducts logbook inspections when requested, and works across Sales, Operations, Engineering, Quality Control, Materials, and Finance. The position includes service-center safety and P3E responsibilities and serves as backup for the Operations Manager.

Requirements

A 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 and ability to learn corporate or industry software used in the role, such as Quantum from Component Control, FlightDocs, CAMPs, and FlyEmbraer.
Ability to work safely and professionally while adhering to regulatory requirements, including OSHA, EPA, and state and federal regulations.

Nice To Haves

A&P license.
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 under the direction of the Operations Manager.
Manage customer aircraft through MRO maintenance and repair processes, including customer, hangar, and maintenance communications; maintenance-status tracking; and cost estimates.
Communicate aircraft issues to customers, identify solutions, and determine how to provide good customer service.
Prepare quotes for customer review and approval and discuss applicable quotes and flat rates.
Identify, record, analyze, and evaluate service bulletins, reports, documents, manuals, technical publications, customer criticisms, technical or operational problems, and repair, change, or replacement needs.
Work with customers or their representatives to ensure applicable Customer Bulletins, Alert Bulletins, Service Bulletins, Service Newsletters, and Advisory Circulars are complied with where possible before aircraft return to service.
Brief customers on EEJS services related to aircraft maintenance, operation, and support.
Upsell additional work to customers.
Review the 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 to maintenance or modification problems.
Collect COD payment 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 identified during inspections.
Price-code work packages, review labor charges, and build, review, and deliver pro-forma invoices to customers.
Review completed work and inspection findings with customers during the RTS debrief before aircraft departure.
Make follow-up calls to customers and update the Customer response form (MFA).
Carry out Service Center Safety and P3E actions specific to the role.
Provide backup for 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.
Address customer technical inquiries through the appropriate Embraer-designated business unit and inform the related EEJS Field Service Representative and/or Customer Account Manager about issues in advance.
Establish and maintain professional working relationships with customers’ personnel.
Work with management to support special contractual requirements and customer requests.
Perform other duties as assigned.
Adhere to regulatory requirements, including OSHA, EPA, and applicable state and federal regulations, and work in a safe, professional manner.
Comply with company values, department norms, policies, directives, and procedures; incorporate Lean and P3E concepts into daily activities; pursue continuous improvement; protect confidential and proprietary information; and satisfy work-schedule requirements.