Customer Support

• 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

Customer Support Representative, Maintenance

Field Training and Product Support Specialist

Customer Care Representative – Licensed Candidates Only

Customer Service Technical Lead

Inside Sales Support Representative

Customer Service Representative I