Technical Customer Support Representative - onsite

POSITION SUMMARY

Act as the Embraer technical representative supporting a key customer in Executive Aviation on all technical matters, ensuring fleet safety, availability, and performance. This position is 100% onsite and based in Columbus, Ohio, and serves as a key technical role within Embraer’s Customer Care Center, headquartered in Brazil.

JOB RESPONSIBLITIES

• Manage customer expectations and perform effectively under time‑critical and high‑pressure conditions, including the resolution of multiple Aircraft on Ground (AOG) events for a fleet of more than 100 aircraft.
• Provide on‑site technical support, including troubleshooting and technical clarifications, with a strong focus on returning aircraft to service safely and within established timelines.
• Serve as the primary point of contact for escalated customer issues, coordinating resolutions across multiple Embraer departments such as Materials, CRM, Engineering, Manufacturing, Quality, Supply Chain, and others, ensuring clear, accurate, and timely communication.
• Manage and respond to AOG (Aircraft on Ground) and routine maintenance inquiries, ensuring timely and effective technical 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.
• Build and maintain long‑term and trusted partnerships with the customer through proactive engagement and consistent technical support.
• Proactively support the customer by gaining a deep understanding of their operations and providing customized technical recommendations, including service bulletins, manuals, technical documents, and maintenance publications.
• Lead and contribute to internal projects focused on improving processes, efficiency, and service quality within the Customer Care Center.
• Monitor key performance indicators (KPIs) and actively drive continuous improvements aligned with Customer Care Center objectives.
• Collaborate with cross-functional teams to propose preventive or corrective solutions based on technical analysis.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

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

Experience:

• At least 5 years of experience in technical support roles within the aviation/aeronautical industry.
• Extensive technical experience and proven record in troubleshooting Phenom and/or Praetor family of aircraft is mandatory for this role.
• Work experience in field service support, training and customer relations/ service functions is preferred.

Knowledge, Skills & Abilities:

• Solid technical knowledge of aircraft 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).
• Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.
• 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.