Job Description Summary

The Customer Support Planner will be responsible for coordinating all aspects of engine maintenance from initial job request through to final billing. This includes off-wing base maintenance, routine line maintenance at customer locations and remote AOG support.

The Customer Support Planner will play a key role within the organization by working with customers directly to minimize any maintenance driven operational disruptions.

Job Description

The Customer Support Planner will lead job quotation, resource and tooling allocation, team deployment, and job execution through to final invoicing. In this role, one will:

• Partner with Production Leader to coordinate manpower resources and tooling to complete engine repairs in the shop or offsite.
• Liaison across multiple departments to effectively plan operations.
• Communicate with internal team and customers to ensure seamless service and work scope execution.
• Provide support for the team in all technical, logistical, environmental, health & safety (EH&S) and quality requirements.
• Understand appropriate Aircraft Maintenance Manual, Engine Shop Manual procedures.
• Demonstrate required knowledge of Aviation Quality Procedures/Standards, as well as FAA/EASA Part 145 requirements and procedures.
• Demonstrate a solid understanding of Human Factors and how to mitigate risks while planning for tasks.
• Partner with Materials team to ensure deliveries meet customers’ expectations.
• Support commercial team in quoting and managing of work scopes, parts, and logistics.
• Collect cost accumulations, process all invoices, and assist with Accounts receivable reconciliations.
• Review operations metrics reports and coordinate with customer to ensure customers’ expectations are met.
• Execute business-specific strategies—serve customers and win additional business.
• Deliver “all-hands on deck” support for AOGs (Aircraft On Ground) as they arise.
• Participate in daily production meetings (“PCC”).

Qualifications/Requirements:

• High School Diploma / GED
• Minimum of 3 years of experience within the Aviation Industry
• Federal Airframe and Power plant Mechanic (A&P) license preferred but not essential
• Availability to work flexible shift patterns as required, including nights, weekends and holidays
• Ability and willingness to support calls during off-hours when emergency situations arise.