Material Customer Account Manager

Embraer Asia Pacific is seeking to recruit a Material Customer Account Manager for the Asia Pacific region.

Responsibilities:

Reporting to the Material Services & Support Manager, you are responsible for providing customer (materials) and logistics support. You will support operators under special programs contracts, engaging in backorder programs, handling customer inquiries, preparing reports, monitoring KPIs, reviewing engineering changes, controlling spare parts agreements, supporting management, and advising customers. You will provide logistics support by performing operational activities, monitoring transportation, verifying freight, addressing delivery issues, providing support to the transport network contract team, and facilitating contract repository development. You will also ensure compliance with Export Control procedures and identifying optimization opportunities while embracing corporate values for all activities.

You will be responsible for the following but not limited to:

Customer support (Materials)

• Provides support to operators under special programs contracts.
• Engages in backorder programs process, interfacing with both customers and repair teams.
• Ensures compliance with visits to customers schedule to present special programs evaluation performance.
• Detects needs and improves customer-Embraer relationships.
• Handles internal administration activities for customer inquiries such as sales orders, notifications and any other data input into SAP system.
• Prepares spreadsheets, graphics, reports, controls and presentation to assure accomplishment of special programs contractual terms.
• Monitors key performance indicators (KPI’s) for material support processes and activities including special programs, third parties’ activities and for all tasks that are considered important for the performance of material support programs and services.
• Participates in special programs back order and participate in the DOS - Daily Operational Support meetings to ensure prioritization of the activities to support special program contract obligations.
• Interfaces with corporate order desk and purchasing areas to follow up closely on the agreed dates for the Spare Parts Back Order, Service Bulletin and Customer AOG requests supporting exceptional AOG cases even after office hours.
• Review released spare parts engineering changes to measure impacts on special programs contracts, and monitor local inventory by working with planning team.
• Controls spare parts EPEP, Rent and Loan agreements with customer under special program contracts.
• Supports Management as well as Planning and Operational teams in the development and implementation of special programs according to the contracts.
• Support Management in special programs contracts negotiations.
• Be focal point for local site to respond to customers’ queries on customers POs and parts programs and follow up on customer needs during the aircraft entry-into-service phase, heavy maintenance visits and/or retrofit campaigns.
• Advise and guide customers on Embraer policy regarding the various parts programs, core returns, technical publications, retrofit/SB and use of online tools.

Logistics Support

• operational activities such as system receiving, initiating shipments of parts, preparing reports as well as controlling and monitoring all spare parts related activities and on-site Stocks
• transportation rates and service levels for consistency.
• Verifies freight quotation and billings, follow up on the validation and provide approval.
• Addresses third party delivery issues such as drop off or delivery times.
• Provides support to transport network contract team.
• Facilitates contract repository development to enable the administration of commercial contracts and subcontracts in accordance with company policies and procedures, applicable laws, and customer requirements.

Others

• Ensures compliance with Export Control procedures.
• Identifies opportunities for optimization, rationalization and modernization of operational processes and activities.
• Embraces the Corporate EMBRAER P3E program, EMBRAER Values and Lean thinking attitude.

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.

Desired Skills and Experience:

We are seeking to hire a professional with a Diploma or Bachelor in Business Administration, Engineering or related fields with at least 5 years of relevant work experience in customer service/ support for materials and parts, support program (specifically Power By Hour programme in the aviation industry).

Requirements:

• Good knowledge of core return, repair and warranty process in the aerospace environment.
• Understands and has experience in supporting material needs for service bulletins implementation.
• Good knowledge about warehouse processes and activities such as shipping, receiving, packing, expedition, etc.
• Has advanced sales, marketing and negotiation/ presentation techniques.
• Able to work in a multicultural environment.
• Good communication skills.
• Fluent in English.
• Organized, result oriented & committed.
• Strong administration/ follow up skills.
• Good negotiation, and customer services skills.
• Possess business acumen and enjoy dealing with customers.
• Proficient in MS Office especially Advanced Excel and Power Queries.
• Proficient in SAP (MM) and Salesforce.

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