Materials Support & Services Agent I

Customer Relationship

• 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

• $22/hour
• 1st Shift, M-F (Flexible hours with options of 5 AM-2 PM, 6 AM-3 PM, 7 AM-4 PM, 8 AM-5 PM, or 9 AM-6 PM)
• Hybrid Schedule (1-2 days in office per week, with the rest being remote)
• In-office training prior to moving to Hybrid schedule
• Two weeks of extensive training and opportunity to cross train in other departments
• Excellent benefits
  • Holiday pay
  • 401(k)
  • Direct deposit
  • Medical and dental insurance options
• A promising career in a growing industry
• Opportunities to innovate, collaborate, and empower yourself (and others)

• You are a business-minded individual and a quick learner
• Experience with negotiation techniques and strong communication skills
• Aeronautical/aircraft familiarization
• Proficient with Lotus Notes, Internet Explorer, and Microsoft Office (Word, Excel, PowerPoint, and Access)