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.
Responsibilities:
• 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.
Position Requirements
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
Work Conditions
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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