Technical Customer Support Representative

Position Summary

The Customer Support Representative provides both remote and on-site technical and operational support for Embraer Executive Aircraft, ensuring fleet safety, availability, and performance.

This position is based in the East Region of the United States and will serve as a key technical member of Embraer’s Customer Care Center, headquartered in Brazil.

JOB RESPONSIBLITIES

• Provide technical support (troubleshooting and technical clarification) to customers remotely or on-site with a focus on returning the aircraft to service safely and on a timely manner.
• Coordinate resolution and be the point of contact for escalated customer issues, liaising across Embraer departments (CRM, Engineering, Manufacturing, Quality, Supply Chain) with urgency and precision.
• Manage and respond to AOG (Aircraft on Ground) and routine maintenance inquiries, ensuring timely solutions.
• Analyze and validate aircraft technical data, including CMC (Central Maintenance Computer), OMS (Onboard Maintenance System), FDR (Flight Data Recorder) and component-level NVM (Non-Volatile Memory), as applicable.
• Built strong partnerships with CAMs (Customer Account Managers) with a focus on Key Accounts (specially CFD – Corporate Flight Departments).
• Provide 24/7 customer support via phone and email, including rotational shift and on-call availability.
• Be proactive with Key Account Customers (specially CFD) by understanding their operation and providing customized recommendations, such as service bulletins, manuals, technical documents, and maintenance publications to guide appropriate customer actions.
• Develop technical solutions for admissible repairs, temporary repairs, and ferry flights.
• Lead and support internal projects aimed at improving processes within the Customer Care Center.
• Monitor and drive improvements in key performance indicators (KPIs) for the Customer Care Center.
• Collaborate with internal teams to propose preventive or corrective solutions based on technical analysis.
  
  

Education

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

• BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline is preferred.
  
  

Experience

• At least 5 years of experience in technical support within the aviation/aeronautical industry.
• Additional work experience in field service support, training and customer relations/ service functions is preferred.
• Technical knowledge of Embraer Executive aircraft is a differentiation for this role.
  
  

Knowledge, Skills & Abilities

• Solid technical knowledge in one or more aeronautical systems technologies (e.g. Avionics, Flight Controls, Fuel, Communications, Electrical, Hydraulics, Landing Gear, Propulsion).
• Ability to interpret and read technical standards and drawings.
• Experience on aircraft systems troubleshooting (root cause analysis), including CMC, OMS, FDR and/or NVM analysis.
• Experience in aircraft operation and maintenance.
• Knowledge of maintenance and operations manuals (AMM, FIM, WDM, SB, AIPC, MEL, etc.).
• Proficient with computer and mobile platforms (including the Office suite), Web and E-mail Tools.
• Good analytical and technical abilities.
• Effective verbal and written communication.
• Good presentation skills.
• Detail oriented and focused on customers’ needs.
• Flexible and able to multi-task in a fast-paced environment.
• Team player, collaborative and able to listen to team’s needs.
• Negotiation techniques.
• Ability to perform under pressure.
• Possess and applies knowledge of principles and practices in their work assignments which typically are moderately complex in nature.
  
  

Working Conditions / Environment/ Special Requirements

• Flexibility to work shifts, including on-call hours (during business days and weekends/holidays).
• Availability for short and long-term travel (planned or unplanned).
• Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations (to be confirmed if it is required for US jobs).
• Ensure employment law, work security/safety rules, and company policy and procedures compliance.
  
  

GENERAL COMMITMENT FOR ALL EMPLOYEES

• Commitment to company values and complies with department norms, policies, directives, and procedures. ENS, company policies and procedures.
• Incorporates Lean and P3E (Embraer Business Excellence Program) processes and concepts into daily activities.
• Strive for continuous improvement to processes and procedures.
• Honors and protect confidential and proprietary documents and information.
• Satisfies work schedule requirements.
  
  

The job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required by the employee. Performs other duties as assigned.

Embraer is an Equal Opportunity Employer.