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Customer Maint. Support Rep.(IWA)

E

Embraer

Customer Maint. Support Rep.(IWA)

Tucson, AZ
Full Time
Paid
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  • Responsibilities

    THIS POSITION IS LOCATED IN MESA, AZ

    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