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Embraer · 4 weeks ago

Customer Maintenance Support Representative

Fort Lauderdale, FL

Full-time

Onsite

Senior Level

5+ years exp

Embraer is a prominent player in the aviation industry, and they are seeking a Customer Maintenance Support Representative. This role involves acting as the main point of contact for clients regarding aircraft maintenance, resolving customer service issues, and managing communication and logistics related to aircraft maintenance and repair processes.

AerospaceCommercialIndustrialManufacturing

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

Qualification

A&P licenseAircraft maintenance knowledgeCustomer service experienceMicrosoft WordMicrosoft ExcelNegotiation techniquesBasic accounting skillsReadInterpret drawingsEmbraer products knowledgeBilingual SpanishBilingual PortugueseCommunication skills

Required

Bachelor's or high school graduate with technical training and knowledge normally achieved through graduation from a university

Generally, 5-7 years of experience in related aviation sales/customer service experience, acquired in the aviation/aeronautical industry

Must possess strong written and verbal communications skills

Aircraft maintenance aspects, client support and service quality techniques

Basic accounting skills

Read and interpret drawings

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)

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