POSITION SUMMARY
Manages all aspects of the aftermarket business relationship between Embraer and the Customer to assure a high level of customer satisfaction. The Manager, Customer Support Field is expected to consistently provide excellent customer service to the account, as well as represent the customer needs and goals within Embraer to ensure quality of our service and support. The Mgr. Customer Support Field will also build relationships with all areas inside the customer organization to encourage new and repeat business opportunities.
JOB RESPONSIBILITIES
- Manage the organizational and operational activities for the account.
- Review all major deliverables to ensure quality standards and customer expectations are met.
- Ensure that customer issues are dealt with in an efficient manner, informing senior management of any problems that may arise.
- Analyze issues, determine priorities, establish a course of action and follow through to completion
- Responsible for customer communications, conflict resolution and compliance on customer deliverables.
- Identify areas of opportunity within the account and provide recommendations for improvement.
- Communicate the customer’s goals and represent the customer’s interests inside the Embraer organization.
- Produce reports and maintain accurate records of ASC performance, capability, audit status and customer satisfaction.
- Understand Embraer capabilities and services and effectively communicate all offerings to the customer.
- Report to the Senior Manager, Business Development providing regular input on all account activity and issues.
- Create and give presentations and formal updates at customer meetings, management briefings as needed.
- Ensure high level of quality services and support, meet ISO requirements.
- Develop, manage and maintain key relationships with customers, suppliers, the service center network, Embraer and EEJS management
- Identify continuous improvement opportunities for related processes; Implement corrective action to increase productivity, accuracy, customer satisfaction and/or decrease cycle time or cost.
ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES
Education:
- Prefer BA/BS degree in Business, Aviation, Engineering or related field
- Airframe and Powerplant license, pilot license
Experience:
- Prefer 5+ years of experience in executive aviation customer support
- Prefer experience managing aircraft fleet customer relationship, including technical, material and other services, activities and demands.
- Prefer experience in Executive Aviation customer support activities, including technical aircraft systems and structures, fleet business operation and maintenance, service center networks and contract administration.
- Prefer experience in managing client/operator technical and commercial support activities related to the company aircraft and services
- Prefer 2+ years of maintenance/maintenance management experience in a Service Center operation
Knowledge, Skills & Abilities:
- Technical knowledge of aircraft systems and structures.
- Familiar with Embraer products and the organization.
- Strong administration and organizational skills, including contracts
- Strong listening, written and oral communication skills
- Finance and Business skills
- Ability to Interpret and read technical drawings (AMM)
- Strong presentation skills.
- Detail oriented and focused on customers’ needs.
- Possess strong coaching and mentoring skills.
- Robust negotiation and dispute resolution skills
- Service center operations
- Strong computer skills (MS Office, Lotus Notes, Salesforce)
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.
- Up to 50 travel requirements.
GENERAL COMMITMENT FOR ALL EMPLOYEES
- Commitment to company values and complies with department norms, policies, directives, and procedures. ENS, company policies and procedures.
- Incorporate 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.
