Customer Support Engineer

Embraer•Dallas, TX

About The Position

Ensures engineering technical E175 support to company clients and operators. This role involves identifying, analyzing, and resolving technical and operational problems related to aircraft structures, aeronautical systems, generators, engines, avionics, and electrical components. The position requires presenting solutions, defining deadlines, and overseeing off-site repair teams and contracted shops. It also involves maintaining communication with various stakeholders, coordinating retrofit campaigns, qualifying maintenance shops, and providing technical training and presentations to operators. The role demands staying current with new technologies in aircraft maintenance and systems, preparing reports, and maintaining organized data.

Requirements

BA degree in Aeronautical Engineering or Mechanical/Electrical Engineering
Experience providing technical and troubleshooting support for the E175.
Experience providing client/operator product technical support, preferably acquired in aviation/aeronautical industry
Comprehension, understanding and execution of broad practices associated within the field assigned and related fields. Applies these understandings in the completion of complex work assignments.
Knowledge of Aircraft systems/structures (electric, electronic, mechanic, hydraulic, pneumatic, communication, etc.)
Knowledge of Aircraft maintenance aspects
Knowledge of Client support and service quality techniques
Ability to read and interpret drawings
Writing skills
Negotiation techniques
Knowledge of Technical publications
Knowledge of Reliability analysis, liability (Manufacturer’s responsibility)
Knowledge of Embraer products, specifically the E175.
Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.

Responsibilities

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.
Defines deadlines and takes necessary relevant measures.
Follows up off-site repair teams and guides contracted shops to perform maintenance services.
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.
Qualifies 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.
Prepares and presents reports, charts, graphics, cost studies, etc.
Maintains organized and updated files and data banks.
Translates operator and reliability reports terminology.
Participates in courses, seminars, and study groups.