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Customer Maintenance Support Representative

Customer Maintenance Support Representative

EmbraerFort Lauderdale, FL, United States
30+ days ago
Job type
  • Full-time
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.

    • Embraer is an equal employment opportunity employer.

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    Customer Support Representative • Fort Lauderdale, FL, United States