Customer support serp_jobs.h1.location_city

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 :

Experience :

Knowledge, Skills & Abilities :

Desirable :

Working Conditions / Environment / Special Requirements

GENERAL COMMITMENT FOR ALL EMPLOYEES

Embraer is an equal opportunity employer