POSITION SUMMARY

Provides auxiliary support to operators and clients related to spare parts activities.[MJDSG1]

Coordinates the Global Retrofit Campaigns & Manages customer issues regarding Material and Logistics services activities and seeks opportunities to enhance our service to the customer.

JOB RESPONSIBILITIES

• Manages customer requests regarding Material Services and Supply Chain activities, such as inquiries on the material support processes, Supply Chain Policies, Parts Warranty and Core management;
• Takes part and present updates on the Material Support & Logistics processes and projects at the EEOCs- Embraer Executive Operators Conference;
• Ensures compliance with scheduled visits and or trainings to customers / service centers going over the Executive Supply Chain processes and improve customer-company relationships;
• Coordinates the Global distribution of parts for the Retrofit Campaigns to maximize aircraft availability - this includes tracking parts, coordinating with Contact Center, Service Centers and Customers on scheduling;
• Manages and updates the Worldwide Material Returns Policy (Core Return, Return Material Authorization, Return over parts warranty, other returns)
• Develops and monitors key performance indicators (KPI's) for Retrofit Campaigns & Customer Statistic Analysis;
• Interfaces with Corporate Planning team and Customer Support Program, Field Support team to review Retrofit plans, help forecast parameters for seed units in the campaign;
• Maintains global interface with other company units, customers, operators, suppliers, contracted maintenance shops, technical representatives, engineers, technical assistants, maintenance mechanics to ensure engagement during the Retrofit Campaigns;
• Partners with New Business Development for future opportunities in Material Support Services;
• Attends and facilitates Supply Chain meetings as required and report out statuses, and/or issues;
• Establishes corrective action/recovery plan for compromised material services processes;
• Be aware of any opportunities to enhance our service to the customer;
• Keeps workplace organized;
• Continually seeks opportunities in improve process flow and work efficiency;
• Ensures that customer inquiries are processed to meet customer expectations and company financial targets;
• Ability to offer professional and expeditious assistance in high-pressure situations;
• Performs other tasks as requested periodically.

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ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

EDUCATION:

• High School Diploma.
• Typically requires a B.A. / B.S. undergraduate degree in an Engineering or Business Management or related field

EXPERIENCE:

• Generally five to seven or more years of experience in Material Support & Services activities;
• Familiarization of aircraft parts;
• One or more years of experience in International Logistics requirements.

KNOWLEDGE, SKILLS & ABILITIES:

• Aeronautical familiarization
• Knowledge of aircraft parts
• Demonstrate negotiation techniques, and customer services techniques,
• Analysis and planning skills
• Good oral and written communication skills
• Organized and detail oriented
• Strong organizational skills and the ability to multi-task.
• Comprehends value based management fundamentals (Shareholder Satisfaction x Customer Satisfaction x Employee Satisfaction), employment law (sexual harassment, disability, discrimination, labor laws, etc.). 
•  Proficient in lotus notes, internet explorer, Microsoft office (Word, Excel and Power Point),
•  Proficient in SAP material and logistics movements

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.
• May be required to be on call
• 0 -25% travel may be required

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.