Support the whole field support team to manage the overall customer service& support activities for the commercial aviation accounts through China fleet performance periodical analysis and monitoring, active fleet operational cost monitoring, and analysis, internal & external working process optimization through daily P3E practices. Also playing the roles of regional technical representatives to provide technical & engineering support for EASC members and the customers in charge;

To provide daily technical & engineering support what spare parts team and other functional team need for warranty claims issue settlement and other technical clarifications in order to ensure the service revenue and other financial targets achievement as per established action plan and also ensure the overall China customer satisfaction & operation success over EMBRAER commercial aviation products and service.

If you are interested in this position, please share your CV to recruitment.china@embraer.com.br 

 

 

Proactively involve into the customer service and support strategy definition for the commercial aviation customers in China market by providing monthly China fleet technical & engineering report and collecting competitors intelligence information;

Strictly execute the actions mapped through annual PA in MY EMBRAER system, assigned by the superiors and functional areas. Devote to the KPIs achievements of PA;

Provide 24 X 7 technical support as the regional technical representatives to EASCs and the assigned customer accounts;

Responsible for commercial aviation customers fleets operation information (monthly CMR, monthly fleet reliability data, fleet retrofit statistic, air safety reports) monthly consolidation, statistics and analysis and generate commercial fleet status visibility report to reflect the fleet reliability trends, retrofit campaign status, mix fleets operation comparison, major technical & safety issues and define the improvement plan;

Responsible for promotion material customization of technical services, engineering services, e-solution packages, training services, flight operational services, material services in order to support the whole field and engineering support team to create the possible service opportunities to guarantee the fulfillment of service revenue target defined in the annual PA;

Support the whole field support team to carry out field service & support activities (including but not limited to engineering, maintenance, training, flight operation and spare parts) in the effective way to ensure the dedicated customers’ overall satisfaction mapped through CSS program;

Focus on the overall China fleet performance continuous improvement in order to reach the satisfaction level what the customers expect and also keep the preponderant position of Embraer’s fleet among the cross fleets of the accounts;

Responsible for Chinese customers fleet periodical operational cost monitoring & analysis and work together with functional team of SJK for DMC optimization projects implementation as necessary;

Responsible for the coordination of CRM events held for Chinese customers, annual F2F meeting, suppliers visits and workshops etc. mainly involving in meeting material preparation, attendees definition, schedule planning, logistic and coordination with SJK functional team participancy;

Responsible for the field & engineering team training package management;

Strictly follow the compliance policy and the ethical code instructions of the company in the daily work and the interaction with customers.

 

 

Education

 

Bachelor degree or above, preferably but not limited to Engineering, Science, Technical or equivalent

 

Experience

 

- At least 5 years of experience with Customer services and airlines maintenance background in aviation area

- Good sense of Customer Orientation

Language

 

Fluent English and Mandarin in both writing and speaking

Technical Knowledge/Specialization

 

- Team player and good communication skills

 

- Well organized attitude

 

- Willingness to learn and challenge

 

- Possesses and applies comprehensive knowledge of principles and practices in the work assignments, which typically are complex in nature

 

- Excellent presentation and facilitation skills, combined with a strong analytical/technical aptitude

 

- Ability to effectively prioritize and execute tasks while under pressure

 

- Senior negotiation and customer relationship management skills

Other Competencies

 

- Strong sense of ethics

 

- Ability to work with multicultural diversity, and often under very short deadlines