Material Supp. & Svs. Agent I (Contract Position)

Position Summary

Material Support & Services Agent is responsible for providing high-level support to customers through various activities such as order taking, backorder management, loan handling, rentals, exchanges, and reconciliations. The role also involves managing Supplier issues related to parts repair and material solutions for expediting critical repairs.

JOB RESPONSIBILITIES

• Handles customer issues regarding material services activities.
• Provides timely and accurate information on operator 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 departments to resolve customer issues concerning exchanges, rentals, new part returns.
• Contacts customers when necessary to advise on delays or provide necessary information regarding orders.
• Reviews customer orders and controls any backorders.
• Checks on the status of purchase orders.
• Follows up on pricing questions and issues.
• Works closely with co-workers to determine TAT (turnaround time) and communicates this to the customer.
• Provides feedback to their 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 deadlines/urgency, stock availability, price, etc.
• Makes necessary corrections, modifications, and/or information additions.
• Analyzes clients' order requests, special projects, and produces reports and follows-up / controls.
• Carries out document distribution and filing; price follow-up / control and constant database updates.

SUPPLIER RELATIONSHIP

• Provide AOG Support for exchanges from repair stations on repairs or core units.
• Work with SAP 4.7 to process history of parts and assign appropriate cost controls.
• Work with the Product Support Agreement (PSA) group in SJK to coordinate contract obligations from repair facilities and OEMs.
• Utilize FlyEmbraer for 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 Embraer’s web tool for reports and material analysis concerning the repair management process.
• Work with other areas (Quality, Engineering, and Material Services), and internally with co-workers, as required, for data collection and verification.
• Interface with other areas (technical department) to obtain technical information and support for repair analysis.
• Aids in administering component and aircraft repair and overhaul agreements, contracts, and checks commitments.
• Handles all correspondence and communication to repair stations.
• Issues return authorizations and provides timely responses to customer care agents.
• Tracks and monitors TAT (turnaround time).
• Reduces TAT while lowering costs through contract compliance and supplier agreements in order to process customer repairs in the shortest period of time.

Personal Autonomy

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

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

• 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.
• Strives for continuous improvement to processes and procedures.
• Honors and protects confidential and proprietary documents and information.
• Satisfies work schedule requirements.