The Maintenance Control Specialist personnel should have excellent communication and troubleshooting/problem-solving skills along with a friendly attitude with the ability to work in a team environment. These specialists should also have aircraft maintenance experience to provide the nessesary support.
The specialist will be responsible for answering customer calls, providing a solution, or properly escalating the solution to appropriate individuals. Once the issue is identified, all correspondence is to be handled in a tracking system. Specialists in this group typically handle straightforward and simple problems (i.e.: answering customer questions, troubleshooting program/data issues, maintaining data quality, and communicating with customers, documenting customer business process, assistance with navigating around application menus, etc.). Personnel at this level have a general understanding of the product or service and aim to handle 70%-80% of user problems before escalating the issue to a higher level
The position is located on site at the customer’s GOC and requires effective communication, active listening, adaptability, timeliness, and professionalism.
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Responsibilities:
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• Provide subject matter expertise in matters related to airline or military operations, with emphasis on aircraft maintenance and engineering processes and procedures.
• Work with internal teams to develop tools and processes to support customer projects.
• Serve as a liaison with customers to understand customer expectations in order to communicate these expectations clearly to TT personnel.
• Provide SME-level internal QA review of TT work output prior to transmission to the customer.
• Take incoming calls from the customer workstreams related to IFS Maintenix issues. Log helpdesk ticket for tracking and final solution once resolved.
• Identify efficiencies gains and provide recommendations to department manager
• Act as Liaison between customer issue and IFS Maintenix related sales force tickets.
• Perform data clean up or entry on known items that need to be migrated after go-live.
• Review and test Maintenix software upgrade procedures for version/patch upgrades. Coordinate changes with customer workstreams.
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Position Requirements
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Formal Education & Certifications
• BS in an aerospace-related field strongly preferred
• Airframe & Powerplant Mechanic (A&P) preferred
• Significant professional experience may be substituted for the educational requirement
Knowledge and Experience
• 10 years of experience working in the commercial airline industry or active duty military strongly preferred
• 5 years of management experience preferred
• 2 years working in Maintenance Control preferred
• Working knowledge of MSG-3 and reliability centered maintenance principles desired
• Working knowledge of aerospace maintenance software solutions desired
• Working knowledge of Microsoft Office software required
Personal Attributes
• Exceptional interpersonal skills, with ability to present complex data in user-friendly language
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to conduct research into data, process or software issues as required
• Highly self-motivated and directed
• Excellent attention to detail
• Team-oriented and skilled in working within a collaborative environment
Personal Attributes
- Exceptional interpersonal skills, with a focus on listening and questioning skills
- Excellent communication skills with customers, the team and management.
- Elevated sense of urgency and criticality of situations.
- Solid relationship management and performance management skills
- Strong customer service orientation
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Good written, oral, and interpersonal communication skills
- Ability to conduct research into data, process or software issues as required
- Ability to present ideas in a business-friendly and user-friendly language
- Highly self-motivated and directed
- Keen attention to detail
- Team-oriented and skilled in working within a collaborative environment
- Must be willing and able to pass a background investigation and drug screening
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Work Conditions
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- Some travel may be required
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
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