POSITION SUMMARY

Analyze Embraer and customer requirements; lead and develop Authorized Service Center (ASC) Network to maximize customer satisfaction and ensure compliance with all applicable rules, regulations and policies.

JOB RESPONSIBLITIES

• Evaluate ASC applicants against Embraer standards and requirements prior to approve and select the service center.
• Manage ASC contract negotiations, financial reporting, audits and corrective action to ensure compliance with contracts.
• Develop, manage and maintain key relationships with customers, suppliers, the ASC Network, Embraer and EEJS management.
• Analyze issues, determine priorities, establish a course of action and follow through to completion.
• Actively participate in creating changes to Embraer’s service center processes, policies and procedures
• Train Authorized Service Center personnel and Embraer employees on Embraer ASC processes, policies, and procedures. Conduct Web conference training when necessary.
• Create and give presentations and formal updates at Embraer Operator Conferences, management briefings, customer and supplier meetings and Authorized Service Center meetings as needed.
• Partner with Embraer Regional Units on international customer transactions and agreements
• Identify continuous improvement opportunities for related processes; Implement corrective action to increase productivity, accuracy, customer satisfaction and/or decrease cycle time or cost.
• Produce reports and maintain accurate records of ASC performance, capability, audit status and customer satisfaction.
• Perform other duties as requested.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

• BA/BS degree in Business, aviation or related field

Experience:

• Generally, 5-8 years’ experience in executive aviation customer support
• Service center operations.
• Two or more years of Management experience in a Service Center operation or similar operation

Knowledge, Skills & Abilities:

• Possesses and applies comprehensive knowledge of principles and practices in their work assignments which typically are complex in nature.
• Finance and Business skills.
• Robust negotiation and dispute resolution skills
• P3E/lean project experience
• Presentation skills
• Embraer aircraft familiarization
• Pilot license preferred.
• Airframe and Power plant license preferred.
• Customer support skills
• Understand how FAA/ANAC/EASA regulations affect executive jet operations.
• Computer skills (MS Office, Lotus Notes, SAP)

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.

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.