On Wing Support Customer Support Planner

Summary The On Wing Support Customer Support Planner, based in Grand Prairie, Texas, will be involved in the coordination of all aspects of engine maintenance from initial job request through final billing. This site performs maintenance on GE/CFM commercial aircraft engines in the field and in-shop. As such, this position will partner with a wide variety of customers, GE Aviation facilities, and partners in many locations around the world. Positive working relationships with the team of technicians and customers through outstanding customer responsiveness are critical to the success of the business. Applicants will be familiar with quick-turn aircraft engine maintenance, repair and field services, operations of a FAR-145 Repair Station, and preferably hold an A&P license. Familiarity with GE Flight Deck Lean methodology is highly valued, particularly the ability to apply lean principles to improve turnaround times, reduce waste, and enhance customer responsiveness.

The On Wing Support Customer Support Planner works in the Planning functional area and is involved in work order creation, job quotation, and job execution through to final invoicing. GE On Wing Support is a 24/7/365 operation. Applicants must be willing and able to support calls during off-hours when emergency situations arise. In addition, the Customer Support Planner will : In coordination with other Planning Team members, input appropriate data into site ERP to initiate shop or field jobs (i.e., work order creation in SAP). Understand compliance requirements related to new Customer set up. Utilize existing processes and procedures to set up new Customers & Contracts in SAP (Know Your Customer process). Support commercial team in quoting and managing of work scopes, parts, and logistics. Help the billing team collect cost accumulations, process all invoices, and assist with Accounts Receivable reconciliations. Coordinate with engineering team to ensure timely work scoping of both shop and field jobs. Deliver “all-hands on deck” support for AOGs (Aircraft on Ground) as they arise. Coordinate access to Customer site(s). Manage Customer badging and required access to Customer and/or airport properties. Comply with Safety requirements, complete training per schedule, participate in investigations and read-across as requested, promptly identify safety issues, work with team to pursue solutions, and escalate issues to proper site leadership. Participate in GENBA’s to help read-across to identify and understand sources of defects. Promptly identify and escalate risks to leadership and work with team on solutions. Comply with policy and procedure. Participate in and help lead LEAN events using GE Flight Deck Lean methodology. Apply lean principles such as standard work, tiered accountability, and visual management to drive continuous improvement in planning, customer communication, and job execution. Apply continuous improvement to standard work in area of responsibility. Identify sources of waste and Customer dissatisfaction, escalate to leadership team and work among the team to find solutions. 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 Minimum Requirements : Bachelors degree from an accredited college or university and 3+ years of aircraft engine maintenance operations experience (or a minimum high school diploma / GED with an additional 4+ years of aircraft engine maintenance operations experience). Desired Characteristics & Experience : Federal Airframe and Powerplant Mechanic (A&P) license strongly preferred Approach work with a “can-do” attitude and a sense of commitment to both the team and customer objectives Possess a desire to learn and grow with technology advancements and new engine models Experienced with SAP or comparable enterprise resource planning (ERP)