Customer Repair Representative

Job Title

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.