Job Description

POSITION SUMMARY

Material Support & Services Agent is responsible to assure the highest level of support to our Customers through order taking, monitoring backorder and repair order management, loans, rentals, exchanges and reconciliations, as well as to handle all Supplier issues regarding parts repair and material solutions for expediting critical repairs, maximizing the efficiency of Embraer inventory and overall material costs.

JOB RESPONSIBLITIES

• Handles customer issues regarding material services activities.
• Provides timely and accurate information on operators repair order status.
• Handles internal administration for customer inquiries – open notifications, data input into computer system.
• Communicates and follows up with co-workers, or appropriate internal department to resolve customer issues concerning exchanges, rental, new part returns.
• Contacts customer when necessary to advice on delay or any necessary information regarding orders.
• Reviews customer orders and controls any backorders.
• Checks on status of purchase orders.
• Follows up on pricing questions and issues.
• Works closely with co-workers to determine TAT (turnaround time) and communicate this to the customer.
• Provides feedback to his/her superior on any customer concerns not able to be addressed.
• Follows up with co-workers in other units regarding any issues of quantities, technical specifications, aircraft model/type, serial numbers, customer code, delivery deadline/urgency, stock availability, price, etc.
• Makes necessary corrections, modifications and/or information additions.
• Analyzes clients' order requests, special projects & produce reports and follows-up / controls.
• Carries out the documents distribution and filing; price follow-up / control and constant database update.

Supplier Relationship

• Provide AOG Support for exchanges from repair stations on repairs or core units.
• Works with system (SAP 4.7) to process history of part and to assign appropriate cost controls.
• Works with the Product Support Agreement (PSA) group in SJK to coordinate contract obligations from the repair facilities and OEMs.
• Repair capabilities from the newer A/C's being obtained from the OEM's and approved repaired stations.
• Utilize FlyEmbraer in regards to Service Bulletins, AMM's, CMM's applicable for expediting cores from Repair.
• Negotiate TAT terms and service levels for repair stations not in a contract with Embraer.
• Use of Embraer's web tool for reports and material analysis concerning the repair management process.
• Works with other areas (Quality, Engineering, and Material Services), and internally with co-workers, as required, for data collection and verification.
• Interfaces with other area (technical department) to obtain technical information and support for repair analysis.
• Assists in administering component and aircraft repair and overhaul agreements, contracts and checks commitments.
• Ensures components are forwarded to only approved/authorized service vendors.
• Handles all correspondence and communication to repair stations. Returns authorization issuance.
• Provides timely responses to the customer care agents. Tracks and monitors TAT (turnaround time).
• Reduce TAT while lowering costs through contract compliance and supplier agreements in order to process customer repairs in shortest period of time of material support programs and services.

Personal Autonomy

• Work assignments are supervised; some independent judgment is exercised within clearly recognized standards of work; inputs are regularly reviewed with supervisor

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

• High School Diploma.

Experience:

• FLSA Non-Exempt, Intermediate Level Service, Production or Support Worker role requiring basic skills to perform most of the standard tasks within the function.
• Generally 1-4 years of experience in customer relations, parts warranty and repair services activities

Knowledge, Skills & Abilities:

• Assignments require basic knowledge of a technical or functional area
• Rapid learning and application of new information and concepts within the functional area takes place
• Aircraft familiarization
• Demonstrate negotiation techniques, and customer services techniques
• Warranty and repair technical analysis and evaluation
• Good communication skills
• Comprehends value based management fundamentals (Shareholder Satisfaction x Customer Satisfaction x Employee Satisfaction), employment law (sexual harassment, disability, discrimination, labor laws, etc.)
• Proficient in lotus notes, internet explorer, Microsoft office (Word, Excel, Power Point, and Access), and 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
• Ability to work flexible hours and different shifts if required

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.

Embraer is an equal opportunity employer

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