Customer Support Representative

POSITION SUMMARY

Acts as the key representative for our clients or operators, to solve operational, technical, and administrative problems regarding aircraft/ spare parts operation and maintenance. Provides direction to Embraer aircraft operators and oversees all technical customer support for the client.

JOB RESPONSIBLITIES

• Develops customer service relationships and visits Embraer aircraft operators. Discusses with appropriate professionals how to prevent problems. Identifies solutions and defines ways to provide good customer support.
• Provides technical support to aircraft company clients, operators, suppliers, workshops/stations and contracted maintenance companies.
• Identifies, records, analyzes and evaluates service bulletins, reports, documents, manuals, technical publications, criticisms presented, detected technical/operational problems, need for repair/changes, parts, components and/or system replacement.
• Analyzes issues/matters related to structure and aeronautical systems, generators and engines, products’ avionics and electricity, costs and economic viability.
• Presents and discusses alternative solutions for maintenance and/or modifications problems.
• Maintains contacts 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.
• Coordinates retrofit campaigns. Clears up doubts, follows up and controls work development.
• Support the qualification process of the aircraft maintenance/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 gives different kinds of technical/ operational training to professional in charge of company aircraft maintenance.
• Prepares/carries out presentations to operators about technological improvements made in company aircraft, pointing out and discussing the changes involved.
• Prepares reports related to the technical visits and expenses made.
• Stays current with avionics, electrical, power plant (engines and generators), structure systems new technologies, maintenance, parts, components, performance, and aircraft types. Consults/research manuals, specialized technical publications, service bulletins, etc.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

• BS/BA Undergraduate Degree.

Experience:

• Generally, 8-10 years of experience in area of responsibility or 5-7 Years of experience with an Advanced Degree.

Knowledge, Skills & Abilities:

• Extensive knowledge in a specialty area and in all other interrelated tasks and responsibilities of the job function. •
• Role takes leadership for applying new processes and skills to improve the function's status quo.
• Aircraft maintenance aspects
• Client support and service quality techniques
• How to read and interpret drawings
• Knowledge of Embraer products
• Writing skills
• Negotiation techniques
• Technical publications
• Reliability analysis
• Liability (Manufacturer’s responsibility),

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.
• Employees will be subject to the random drug and alcohol testing under FAA regulations

GENERAL COMMITMENT FOR ALL EMPLOYEES

• Commitment to company values and complies with department norms, policies, directives, and procedures.
• Incorporates Lean and P3E processes and concepts into daily activities.
• Strive for continuous improvement to processes and procedures.
• Honors and protects 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 duties as assigned.

Embraer is an Equal Opportunity Employer.