Air Personnel are delighted to be supporting their client for a Customer Support Representative
Summary of Role
Reporting directly to the Customer Support Supervisor, the Customer Support Representative is responsible for liaising with customers, manufacturer support representatives, regulatory authority representatives and company management and support personnel as required, before, during and after maintenance input events. Keeping our customers up to date on the progress of their input and gaining customer approvals for the continuation of the input. Raising work packs and making amendments/revisions where necessary.
Ensuring all Technical Services procedures are adhered to. Assisting visiting aircrew and customers and managing the upkeep of the crew lounge.
Principle Duties and Responsibilities
• Liaise with Customer representatives regarding issues arising during maintenance input and advise any potential impact on delivery dates.
• Prepare, update, and send daily status reports on progress and costs of ongoing maintenance events.
• In liaison with the CAMO prepare and update pre-purchase reports
• Participation in the various meetings of the engineering department and technical meetings.
• Provide timely response, investigation, and advice to technical and customer queries.
• On receipt of signed work orders and work pack requests, create and issue work packs
• Updating work packs accordingly with work order revisions
• Raising of CRS’s
Input work scopes and produce reports as required using the CAFAM computer system.
• Raise work packs as required and carry out revisions to scheduled and non-scheduled maintenance events.
• Scanning completed work packs and processing records for despatch to the customer within required timescales.
• Archiving of Technical Records
• Updating CESCOM with Maintenance Transaction Reports and flight details for contracted and selected non-contracted aircraft
• Greeting and providing assistance to visiting aircraft crew/customers, ordering crew transport, crew meals, fuel, hotels etc.
• Responsible for the upkeep of the crew lounge, restocking complimentary drinks and snacks and placing orders via Business Administrator.
• Maintaining the Technical Library and Subscription Amendments including updating the Library Database
• Collect timesheets, verify data entry is correct and correctly signed and enter timesheets on aircraft maintenance program (CAFAM) system
• Maintain document control within the Customer Support Department
Liaising with the Part 145 and customers/operators regarding any Technical Services issues
• Any other duties as reasonably required
Knowledge, Skills and Abilities Required
Passionate about providing excellent customer service and being able to demonstrate this is essential
Experience within aviation, specifically a Business Jet maintenance environment desirable
Confident with numbers and data input, with an eye for detail
Computer literate with relevant knowledge and skills in the use of MS Office applications
Able to plan and prioritise effectively
Excellent communication skills (written and verbal)
Self-motivated and able to work on own initiative without supervision
Professional ‘can-do’ attitude
Will and able to collaborate as part of a larger team, communicating effectively
Able to respond and adapt positively to changing situations and priorities
Able to demonstrate due diligence and highest level of integrity
Able to effectively demonstrate problem solving and critical thinking skills. Identifies and resolves problems in a timely manner; gathers and analyses information skilfully; develops alternative solutions
Excellent attention to detail and able to follow instructions accurately through to task completion
Can proficiently speak and write in English
Please contact Michelle for further details or email your CV