Job Description

POSITION SUMMARY

Interacts with customers by phone, email and/ or in person to quote customer airframe/ accessories component repairs and assist the customer with concerns, questions and requests.

JOB RESPONSIBILITIES

· Interacts with customers to obtain information, identify problems, and provides technical assistance.

· Refers complaints of product or service failure to appropriate departments head for investigation.

· Coordinates customers service needs with other departments as required to ensure customer service.

· Responds to customer needs and work to develop relationships both with the external customer and the appropriate assigned Sales Representative.

· Insure timely delivery and response to quotes via the quote process.

· Review and analyze all external and internal status reports.

· Coordinate with customer and shops on warranty issues. Develop and submit warranty paperwork for approval.

· Prepares reports of customer service activities.

· Handle complaints, disputes or concerns from customers inside or outside the company.

· Assist in evaluating EAMS service commitments to customers.

· May visit customer premises to resolve customer problems.

· Assist in maintaining the EAMS customer capability listing.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES

Education:

· High School Graduate, Prefer Bachelor of Science Degree or equivalent experience (3-5 years, aircraft maintenance related).

Experience:

· Generally, 5 years' experience working within MRO/Aviation industry in a Customer Service role.

· Ability to understand, analyze, summarize, and document the results of large amounts of data is highly desirable.

· A high level of proficiency with MS Office, Internet, and Lotus Notes

Knowledge, Skills & Abilities:

· Understands fundamental concepts and theories but has generally limited practical knowledge of industry related practices and procedures.

· Demonstrated ability to interact in a proactive, customer service manner with customers during stressful situations.

· Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

· Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records.

· Excellent communication and interpersonal skills.

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.

· Ability to work flexible hours and different shifts if required

· 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 protect 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.

Embraer is an Equal Opportunity Employer.

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