Job Description:

Material Support Service Representative (MSSR)

*This position is located 100 in Bogota, Colombia.

Salary between 5 - 6MM COP.

The MSSR is the central focal point for all matters related to Material Support Services at the customer’s site. As such, the MSSR should always be in the position to provide the highest possible level of Services and respond to and solve (when possible) all the customer´s requirements and needs related to Material Support being the natural interface between ADS and the Customer for any issue related to Material Services. 

Attend to Final Customer/Operators’ daily/weekly meetings representing ADS Materiel Services Community (when requested) to discuss material needs, recurrent failures, removals and replacements, missing documentation and manuals updates.

Attend to internal Airbus meetings according governance: Analyst, operative and Global Materiel Networks (Order Desk, Planning and Demand, Logistics).

Be responsible for the surveillance of the materials needed to guarantee the fleet or material availability, anticipate the spares needed and inform both, the customer and the central order desk. 

Provide support to ADS Central Team:

• When required in commercial assessments or technical support.
• Invoicing queries
• Direct / Dropshipment
• Create Local Procedure Handbook

Prepare reports on all activities performed related to Materiel Services scope.

Prepare, report and analyse the orderbook, (Spares & Repairs).

Prepare, report and analyse the logistics performance KPIS

Prioritize and escalate:

• Main Customer Priorities, Critical items identification. 
• Customer Backlog, List of pending items per A/C. 
• Customer at Risk orders.
• Quality issues.
• On ground A/C identification.
• Monthly FH report
• Adhoc reports.
• Logistics issues
• Inbound and outbound backlogs (Spares and Repairs)
• WIP status
• Discrepancies management report

Control and report to customer pending actions on Spares & Repairs process:

• Missing Data: Export Control, Transport Data, Material Data, Pending Core Units

Be responsible for the overall performance of the local site regarding Materiel Services activities.

Use the appropriate ADS IT system (or systems) and update the appropriate Customer IT system (when applicable) to inform about any materiel movement.

Manages the contract of the logistics service supplier (if applicable). If not, manage inbound, stock and outbound of the materials received from Services Central Logistics HUB / Suppliers / Repair Centres and hand over to the end customer through the Hole In The Wall (HITW)

Maintain updated all the information on the demand forecast, mainly related to scheduled activities.

Request the inputs needed from the customer to anticipate and elaborate the list of materials required for scheduled maintenance activities. Provides feedback at the end of schedule maintenance.

Provides first-line support to the Customer for interchangeability issues, applicability of P/Ns and any other technical issue that may arise.  

 In addition, when applicable, the MSSR will support the delivery/reception of IPLs, including:

Support to Customer regarding material orders

Support to Customer in spares reception including incoming inspection

Assessment of discrepancies identified, including on-site resolution (prior formal registration of a discrepancy)

Record all customer spares and repair demand in the system (taking into account the different criticality of the item) and perform the adequate follow up together with Central Team (when applicable) to ensure the on time delivery to the Customer.   

Solve all the issues when recording the materials in the system.

Support to AOG team in central.

Manage and supervise the delivery of unserviceable/repairable items from the Customer to ADS’s designated Repair/Overhaul facility, creating and updating the necessary “Repair Notification” in ADS IT Tool. Provides feedback to the Customer for the estimated delivery date (EDD) of the serviceable unit. The MSSR shall notify to central order team on a case by case basis any problem or delay that might be identified at any stage of the repair order .

Upon resolution of the repair, closure in ADS systems according to ADS procedures and the repair management process. 

Detect and pursue the resolution of any blockage that may happen in the regular Repair process, notifying ADS Central Team about any bigger problem that may be identified, at any stage of the flow that may affect the Turnaround Time (TAT) of the repair and the Customer mission success

Anticipation of the materials needed for scheduled maintenance activities or planned deployments.

 Liaise with the Customer and Airbus, to ensure the timely delivery of serviceable items, following the Customer’s request. The MSSR will also ensure that the items are delivered with the appropriate shipping and quality documentation.

 Supports the reception and acceptance process of the material shipped, and provides a first-level support for the on-site resolution (with the support of ADS when needed) of any discrepancy found.  

To know and be familiarized with the main activities and responsibilities in the Material Services perimeter in order to ensure a proper business continuity in the area

Handle all documentation related to “Export Control” controlled items, to ensure compliance and timely expedition of materials subject to such regulation. Perform all necessary checks related to ensure the compliance with all Export Control regulations, following Central Team (TASM) and Export Control Dept. guidelines.

• Stock and stock out analysis, risk anticipation of stock out of material.
• Fill rate calculations and fill rate failures root cause analysis.
• Consumption information of schedule maintenance materials.
• Local Inputs about additional investments /customer feeling / and/or future needs - Risk assesment and escalation.
• Check for Interchangeable Elements.
• Analysis of expiration dates, recalibration date, etc. Give inputs to central for possible advanced replenishment orders in case materials expire.
• Open Repair Notifications for the recalibration/retrofit of materials.

Rresponsible for the quality of the logistics service provided to the customer, by following and reporting KPIs accomplishment and assuring the implementation of improvements to correct deviations, managing:

• Inbound
• Stock
• Outbound

of the materials received from Services Central Logistics HUB / Suppliers / Repair Centres and the hand over to the end customer through the Hole In The Wall (HITW).

Manage Planning and Demand local Activities:

  Local inputs of operational performance related to material availability, customer feeling and/or future needs - Risk assesment and escalation.

       Coverage status review for customer orders and safety stock levels including replenishment proposals to central team

       Stock -outs risks analysis and communication of prioritization needs for  replenishments to central team

       WBS Changes

       Check for Interchangeable Elements.

       Analysis of expiration dates, recalibration date, etc. Provide inputs to central for possible advanced replenishment orders in case materials expire.

       Open Repair Notifications for the recalibration/retrofit of materials.

       Obsolete materials and retrofit/configuration management - Spares Retrofit analysis, decision and planning

       Core Units - Pending material from Customer Follow-Up and Monitoring

       Fill rate calculations and fill rate failures root cause analysis.

       Gather maintenance information from customer:

o   Visibility of the Maintenance plans. 2 years low detail, 6 months high detail

o   Preloads/Theoric lists by check/task

o   Real consumptions for each check at task level identifying root cause of the demand (finding/scheduled/other)

In case no SAP plant is available it is necessary that the MSSR provides the following information to the central Planning & Demand Team:

       Gather Consumption /Historical Demand information by PN, Type of demand (scheduled/ unscheduled), Quantity, Date (at least in a monthly basis)

       Provide inventory information: stock on hand, transit stock, open repair orders… (at least on a weekly basis)

Delivers results as part of an organization within ADS Customer Services that provides the solution of the spares availability and the inventory optimization services.

 Contributes to the Customers’ fleet availability and support the FISS manager to ensure profit is achieved for the Company instead of penalties due to material unavailability as associated to each contract. 

 Ensures the minimization of discrepancies, anticipation of spare needed, avoidance of AOG transportation and any daily operative issue that improve the fleet operation.

Take care, increase and improve customer satisfaction (following customer communication manual).

• University Degree – technical expertise or equivalent
• Logistics Operations of materiel services knowledges
• From 1 to 3 year experience in services, supply chain, logistics or material support.
• Leadership skills to coordinate different stakeholders.
• Ability to manage and define processes.
• Good knowledge of regulation related to Export Control and Custom clearance, in particular those applicable to Angolan regulation.
• Resolute and problem solving experience and skills.
• English: Negotiation level.
• Portuguese: plus to have.
• Spanish: plus to have.
• SAP knowledge is desirable.
• IT: MS Office.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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