The Maintenance Service Advisor plays a critical role in supporting the success of the line maintenance team by overseeing the scheduling, coordination, and execution of aircraft maintenance services. This position ensures efficient workflows, clear communication between departments and customers, and proper allocation of work to maintenance technicians. The Maintenance Service Advisor also manages warranty processes, parts coordination, and administrative support tasks essential to the operation of a professional and organized maintenance department.
Key Roles and Responsibilities:
Maintenance Scheduling, Workflow & Coordination
- Manage and maintain the aircraft maintenance schedule, ensuring timely and accurate scheduling of all incoming work.
- Plan and prioritize work orders in collaboration with the Maintenance Manager and Flight Operations team.
- Assign work orders to appropriate technicians based on skill set, certification, and workload.
- Monitor shop capacity and adjust work assignments as needed to maintain an efficient workflow.
- Serve as the central point of communication between line maintenance, flight operations, and customers regarding schedule changes and work order status.
- Track progress of all active work orders and communicate updates or delays promptly to all stakeholders.
Customer Service & Communication
- Field incoming maintenance-related phone calls and emails with professionalism and urgency.
- Open customer work orders and obtain proper service authorizations.
- Provide customers with timely updates, service estimates, and final invoices.
- Draft and send customer correspondence, including service updates, status reports, and follow-ups.
- Facilitate clear, consistent communication to ensure a positive customer experience.
Warranty Management
- Open and manage warranty cases for applicable aircraft, parts, and components.
- Submit accurate and timely warranty claims to manufacturers and vendors.
- Track warranty claim status and follow up until resolution is achieved.
- Maintain detailed records of all items under warranty and ensure compliance with manufacturer guidelines.
- Coordinate returns, credits, and repairs under warranty coverage.
Inventory & Parts Coordination
- Coordinate the ordering and receipt of parts and materials required for maintenance activities.
- Inspect incoming parts and ensure they are accurately received into the inventory system.
- Work with the Maintenance Manager to maintain adequate shop inventory and calibrated tools.
- Facilitate shipping and logistics for outbound and inbound parts and components.
- Assist in parts procurement planning and inventory cycle counts.
Administrative & Financial Support
- Create, review, and process customer invoices in coordination with work order closures.
- Assist with managing the department's aging report and issue customer payment reminders when applicable.
- Run weekly and monthly reports including labor accountability and month-end closeouts.
- Maintain accurate and organized repair station files and service records in compliance with FAA and company standards.
- Support general departmental administrative duties to ensure smooth daily operations.
