POSITION SUMMARY
Analyze Embraer and customer requirements; lead and develop Authorized Service Center (ASC) Network to maximize customer satisfaction and ensure compliance with all applicable rules, regulations and policies.
JOB RESPONSIBLITIES
- Evaluate ASC applicants against Embraer standards and requirements prior to approve and select the service center.
- Manage ASC contract negotiations, financial reporting, audits and corrective action to ensure compliance with contracts.
- Develop, manage and maintain key relationships with customers, suppliers, the ASC Network, Embraer and EEJS management.
- Analyze issues, determine priorities, establish a course of action and follow through to completion.
- Actively participate in creating changes to Embraer’s service center processes, policies and procedures
- Train Authorized Service Center personnel and Embraer employees on Embraer ASC processes, policies, and procedures. Conduct Web conference training when necessary.
- Create and give presentations and formal updates at Embraer Operator Conferences, management briefings, customer and supplier meetings and Authorized Service Center meetings as needed.
- Partner with Embraer Regional Units on international customer transactions and agreements
- Identify continuous improvement opportunities for related processes; Implement corrective action to increase productivity, accuracy, customer satisfaction and/or decrease cycle time or cost.
- Produce reports and maintain accurate records of ASC performance, capability, audit status and customer satisfaction.
- Perform other duties as requested.
ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES
Education:
- BA/BS degree in Business, aviation or related field
Experience:
- Generally, 5-8 years’ experience in executive aviation customer support
- Service center operations.
- Two or more years of Management experience in a Service Center operation or similar operation
Knowledge, Skills & Abilities:
- Possesses and applies comprehensive knowledge of principles and practices in their work assignments which typically are complex in nature.
- Finance and Business skills.
- Robust negotiation and dispute resolution skills
- P3E/lean project experience
- Presentation skills
- Embraer aircraft familiarization
- Pilot license preferred.
- Airframe and Power plant license preferred.
- Customer support skills
- Understand how FAA/ANAC/EASA regulations affect executive jet operations.
- Computer skills (MS Office, Lotus Notes, 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.
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.
