Embraer

Customer Support Representative, Maintenance

Embraer

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Job Level

Mid-LevelSenior

About the role

  • Acts as main point of contact for aircraft maintenance for clients/operators
  • Manage customer aircraft through EEJS MRO center maintenance/repair processes
  • Provide primary written & verbal communication to customer, hangar, and maintenance teams
  • Track aircraft maintenance status and generate/present cost estimates and quotes
  • Discuss applicable Quotes and Flat Rates with Customer; upsell additional work
  • Identify, record, analyze and evaluate service bulletins, reports, manuals, technical publications, and technical/operational problems
  • Ensure compliance with Customer Bulletins, Alert Bulletins, Service Bulletins, Newsletters, and Advisory Circulars prior to return to service
  • Brief customer on services available from EEJS relative to maintenance, operation and support
  • Review work to be accomplished (Arrival Debrief) and review completed work (RTS Debrief) with Customer
  • Assist Customer in planning, scheduling and performing maintenance tasks
  • Obtain approval from Customer to work discrepancies and price work packages; review labor charges and build Pro Forma invoices
  • Collect COD payment and review payment terms with Customer; make follow-up calls and update Customer response form (MFA)
  • Responsible for Service Center Safety and P3E Actions specific to role; back-up for the Operations Manager
  • Work closely with Sales, Operations, Engineering, QC, Materials and Finance to meet customer and company requirements
  • Conduct aircraft, engine and APU logbook inspections when requested; address technical inquiries and inform EEJS Field Service Representative/Customer Account Manager
  • Support special contractual requirements and perform other duties as assigned

Requirements

  • Bachelor’s degree OR high school graduate with technical training
  • A&P license preferred
  • Generally, 5-7 years of experience in related aviation sales/customer service in the aviation/aeronautical industry
  • Strong written and verbal communications skills
  • Well-developed technical knowledge of specific types and models of aircraft turbine engines
  • Knowledge of aircraft maintenance aspects, client support and service quality techniques
  • Basic accounting skills
  • Ability to read and interpret drawings
  • Proficiency in Microsoft Word and Excel; ability to learn corporate/industry software (Quantum, FlightDocs, CAMPs, FlyEmbraer, etc.)
  • Negotiation techniques
  • Desirable: Bilingual Spanish or Portuguese
  • Ability to work in a safe professional manner adhering to OSHA, EPA, State and Federal regulations
  • Ability to wear a respirator as per OSHA 29 CFR 1910.134 with no restrictions
  • Subject to random drug and alcohol testing under FAA regulations