Material Customer Account Manager

About the Company

Embraer Asia Pacific is seeking to recruit a Material Customer Account Manager on a 12-month contract for maternity cover to support the Asia Pacific region.

About the Role

Reporting to the Material Services & Support Supervisor and matrix reporting to the Global Material Customer Account Leader, you are responsible for coordinating all Material Programs Management activities: AOG support, On Site Stock Audits and Reconciliations, Core Return Analysis, Invoice Disputes, Retrofit/ Sales campaigns and manages any other topic related to material and logistics activities to enhance services direct to customers.

This position will be offered for a 12-month period to provide maternity cover and will conclude at the end of the contract period with no renewal or conversion to a permanent position.

Responsibilities

• You will be responsible for the following but not limited to:
• Manage customer requests regarding Material Services and Supply Chain activities, such as inquiries on the material support processes, AOG escalation, Repair management, Supply Chain Policies, Parts Warranty and Core management.
• Take part and present updates on the Material Support & Logistics processes and projects at the EEOCs- Embraer Executive Operators Conference.
• Ensure compliance with scheduled visits and/or training to customers / service centers going over the Executive Supply Chain processes and improving customer-company relationships.
• Coordinate the Global distribution of parts for the Retrofit Campaigns to maximize aircraft availability - this includes tracking parts, coordinating with Service Centers and Customers on scheduling.
• Responsible for On-Site stock inventory counts, audits and replenishment metrics
• Develops and monitors key performance indicators (KPI's) for Retrofit Campaigns Implementation.
• Interface with corporate planning area and Customer Support Program to review Retrofit plans, help forecast parameters for seed units in the campaign.
• Prepare and provide presentations to operators regarding the status of full material performance, including root cause analysis and ongoing action plans
• Maintain global interface with other company units, customers, operators, suppliers, contracted maintenance shops, technical representatives, engineers, technical assistants, customer account managers and any other entity to enable full support of customer material needs.
• Partner with New Business Development for future opportunities in Material Support Services.
• Attend and facilitate Supply Chain meetings as required and reports out statuses, and/or issues.
• Establishe corrective action/recovery plan for compromised material services processes.
• Be aware of any opportunities to enhance our service to the customer.
• Responsible for Material Customer Support Analytics and open tickets.
• Continually seek opportunities in improving process flow and work efficiency.
• Ensure that customer inquiries are processed to meet customer expectations and company financial targets.
• Able to offer professional and expeditious assistance in high-pressure situations.
• Perform other tasks as requested periodically.

Qualifications

We are seeking to hire a professional with a degree in Engineering, Business Management or related fields with about 2-3 years of experience in in Material Support & Services activities in the aviation industry.

Required Skills

• Good knowledge of Order Taking, Core Return, Retrofit, Repair Management and Supply Chain activities in the aerospace environment.
• Strong understanding of Pool Programs and Contract Management.
• Has experience with Customer Account Management of large aviation fleets.
• Good understanding of AOG/ Order Desk process.
• Expert in supply chain process.
• Has contact and business development experience.
• Strong knowledge of aircraft parts.
• Demonstrates negotiation and customer services techniques.
• Possess Repair management and planning skills.
• Solid understanding of value-based management fundamentals (Shareholder Satisfaction x Customer Satisfaction x Employee Satisfaction), employment law (sexual harassment, disability, discrimination, labor laws, etc.).
• Excellent presentation skills, including to c-suite level.
• Good oral and written communication skills.
• Organized and detail-oriented.
• Strong organizational skills and able to multi-task.
• Fluent in English.
• Proficient in MS Office especially Advanced Excel and Power Queries.
• Proficient in SAP material and logistics movements.
• Familiar with Salesforce database skills, case analysis and reporting.

*Please note that only applicants shortlisted for interview will be contacted*