Customer Support Engineer II

POSITION SUMMARY

Ensures engineering assistance to internal and external customers on maintenance, troubleshoot, repair, overhaul, warranty and training of Embraer aircraft, systems and components.

JOB RESPONSIBLITIES

• Provides technical and engineering support to EACS material support and field teams, Embraer aircraft customers, suppliers, workshops and repair stations.
• Analyzes and evaluates service bulletins, reports, documents, manuals, technical publications, technical problems, warranty claims and component repairs.
• Analyzes and provides engineering dispositions / recommendations on issues / matters related to aircraft systems / components.
• Presents and discusses alternative solutions for maintenance problems.
• Participates in components teardowns.
• Defines deadlines and takes necessary relevant measures.
• Follows up off-site repair teams and guides contracted shops to perform maintenance services.
• Maintains contact with interface areas, other company units, customers, operators, suppliers, contracted maintenance shops, technical representatives, engineers, technical assistants, maintenance mechanics, etc., providing and obtaining operational/technical information.
• Discusses with personnel involved in product development/maintenance activities, alternative solutions to solve and prevent problems.
• Qualifies repair shops, visiting their facilities, verifying, analyzing, and evaluating infrastructure aspects, materials, equipment and tools used, as well as customer service and employees’ technical qualification, researching on information about professional background.
• Prepares and carries out technical training to internal and external customers.
• Prepare meetings, visits and trips reports.
• Prepares warranty, stock analysis and components teardown reports.
• Performs components repair technical analysis and provide corrective actions.
• Performs components Low Time On Wing and Rogue Units analysis and provide corrective actions.
• Provides components repair Cost Reduction recommendations.
• Stay current with air management, landing gears, hydraulics, mechanical, flight controls, avionics, electrical, fuel, power plant, interior and structure systems new technologies, maintenance, components, performance, and Embraer aircraft types.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

• BA degree in Aeronautical, Mechanical, Electrical or Electronic Engineering.

Experience:

• Generally 2-4 years’ experience in providing client/operator product technical support, preferably acquired in aviation/aeronautical industry.

Knowledge, Skills & Abilities:

• Comprehension, understanding and execution of broad practices associated within the field assigned and related fields.
• Strong knowledge of aircraft systems (air management, landing gear, hydraulics, mechanical, flight controls, avionics, electrical, fuel, power plant and interior) and structures.
• Strong knowledge of the Embraer products and organization.
• Ability to interpret and read technical drawings.
• Aircraft systems troubleshooting, including CMC and/or FHDB analysis.
• Lotus Notes and Internet Explorer.
• Strong Microsoft Office (Word, Advanced Excel and PowerPoint) skills.
• Strong administration and organizational skills.
• Strong listening, writing and oral communication skills.
• Strong presentation skills.
• Detail oriented and focused on customers’ needs.
• Flexible and able to multi-task in a fast-paced environment.
• Team players collaborate and able to listen to team’s needs.
• Negotiation techniques.
• Ability to work under pressure.
• Desirable: Microsoft Office Access & Excel VBA.

Working Conditions / Environment / Special Requirements

• Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.
• Some travel availability is required.
• 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 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 in an equal opportunity employer