POSITION SUMMARY
Responsible to oversee and direct maintenance operations at partnered MRO centers. Performs to develop and implement procedures to facilitate actions to support internal and external customer aircraft maintenance. Develop, mentor and support employees to ensure retainment and their professional fulfillment. Support goals set forth by Embraer, initiate methods, develop new business, and initiate customer relations for the organizational objectives in aftermarket maintenance and support, while providing support to ensure local authority regulations.
JOB RESPONSIBLITIES
- Lead the maintenance teams assigned to partnered executive aviation service centers.
- Promote customer satisfaction, quality, return to service delivery in compliance with the regulatory authority (FAA, EASA, CAA), to provide best in class customer support for Embraer Executive Jets.
- Retain and acquire new customer loyalty through exceeding expectations and genuine relationships.
- Develop and implement operational methods, standards, and procedures through planning, directing, controlling and leading by example.
- Leads the planning teams to assist maintenance Sales and production departments in preparing proposals to internal and external customers by providing cost, methods, and labor estimates for modifications and maintenance.
- Oversees invoice generation and posting to ensure accuracy, resolve disputes between customer and warranty programs, assist in the collection of past due accounts.
- Participates and monitors Kaizen events, and P3E performance business criteria for Lean processes.
- Develops annual budgeting for assigned base operations and ensures budget goals achieved with main objectives met. Reviews, recommends, and establishes proposals for major capital expenditures.
- Monitors and analyzes work performed to ensure quality output and effectiveness of the operations. Provides resources for PPE, equipment, tooling, and materials needed to perform tasks in a safe environment.
- Conduct meetings with vendors looking for areas of business opportunities and expanded customer support.
- Responsible, under the direction of the Director of Global MRO Center, for proactively resolving customer service issues involving partnered service centers and MROs.
- Communicate aircraft issues with Customer. Identifies solutions and defines ways to provide good customer service.
- Discuss applicable Quotes and Flat Rates with Customer.
- Ensure management teams 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.
- Promote Customer requests in planning, scheduling and performing all maintenance tasks associated with operation of their aircraft.
- Presents and discusses alternative solutions for maintenance and/or modifications problems.
- Directs team for the collection of COD payments, review payment terms with Customer.
- Coordinate Customer requirements with partnered MRO teams
- Responsible for Service Center Safety and P3E Actions.
- Back-up for the General Manager at other facilities
- Works closely with areas such as Sales, Operations, Engineering, QC, Materials and Finance to ensure both customer & company requirements are met or exceeded.
- 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.
- Oversee maintenance activities to ensure an on-time delivery while meeting Embraer and customers budget.
- Perform Project Management duties on future site advancements an growth.
- Work with Accounting to ensure assigned operations meets its monthly financial objectives.
- Resolve aircraft parts issues during maintenance events.
- Maintain positive trusting relationship to ensure Customer loyalty to EEJS MRO network and Embraer brand.
ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES
Education:
- Preferred associate degree 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:
- Prefer 5+ 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.
- Prefer experience with 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 Spanish or Portuguese
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.
- 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.
