This will be a 2nd Shift Weeknight position with a 4/10 schedule. Shift differential will be applicable for this position.
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 General 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.
- 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 General 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.
- 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 Portuguese or Spanish
- Conflict Resolution
- Microsoft Products
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.
