Manager of Customer Support Engineering

Embraer•Fort Lauderdale, FL

About The Position

The Manager of Customer Support Engineering is responsible for leading the Customer Support Engineering team for Commercial and Executive Aviation, with a global presence across North & South Americas and Europe, and overseeing Field Services Representatives for Executive Aviation in the USA. This role involves managing, coordinating, implementing, monitoring, and controlling organizational and operational activities, processes, and programs. The manager provides technical support for Embraer products and services to internal and external customers, handling all technical aspects of the aftermarket relationship to ensure high customer satisfaction. This includes assessing customer needs, expectations, and issues to develop appropriate plans and solutions, maximizing fleet performance KPIs, and company profitability. The position acts as a technical liaison between the customer and Embraer, representing customer interests internally and ensuring quality of services and support. It requires maintaining professional relationships across all levels of customer organizations to build a reputation for excellent service and generate repeat business. A key aspect is developing and maintaining a motivated team of Customer Support Engineers & Field Services Representatives, continuously seeking innovative methods to improve team performance and profitability. Challenges include managing the diverse needs of Commercial and Executive Aviation customers and suppliers across multiple aircraft platforms and programs, mediating disputes between customers, Embraer, and repair shops, participating in new product development to incorporate lessons learned, and managing a highly skilled, geographically dispersed team across different time zones while maintaining team connection and a positive working environment.

Requirements

Bachelor’s degree, preferably in Aeronautical, Mechanical, Electrical or Electronics Engineering
Minimum 10 years of experience in customer / technical support activities related to company products and services.
Knowledge and experience in the aviation industry
Knowledge of aircraft systems and structures
Strong knowledge of the Embraer products and the organization
Strong knowledge of the Embraer material services program
Able to read and interpret drawings
Knowledge of commercial airline business, maintenance and operation
Strong analytical, technical and managerial abilities
Project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously
Proficient with computer and mobile platforms (including the Office suite), Web and E-mail Tools
Effective verbal and written communication on all levels and both internally and externally
Presentation skills
Detail oriented and focused on customers’ needs
Flexible and able to multi-task in a fast-paced environment
Possess strong coaching and mentoring skills
Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills
Team player and proficient in working with remote teams
Negotiation techniques
Ability to perform under pressure
Knowledge about labor legislation & local cultures

Responsibilities

Provide worldwide technical support and dispositions for Embraer Material Special Programs operation, Component Repairs and Warranty Program (Commercial and Executive customers).
Provide Technical Support to all areas of EACS such as but not limit to Material Services, Repair Management, Service Sales & Business Development, Warehouse and Quality Assurance.
Monitor aircraft component low time on-wing for Embraer Material Special Programs (Commercial and Executive customers), addressing all low-time on-wing cases with repair shop / supplier responsible for the repair.
Monitor aircraft component rogue unit candidates for Embraer Material Special Programs (Commercial and Executive customers), addressing all rogue candidate cases with repair shop / supplier responsible for the repair.
Provide technical support and lead discussions and disputes with vendors and / or customers for Embraer Material Special Programs components repair (Commercial and Executive customers).
Provide technical support and lead discussions and disputes with vendors and / or customers for warranty claims (Commercial and Executive customers).
Provide technical support for aircraft component fail investigation, interfacing with supplier and Embraer Development Engineering.
Ensure the internal and external areas communication to support Embraer products and solution definition to solve technical problems.
Provide technical support in a timely manner to Customers and Repair Stations to ensure aircraft components availability and Customers’ satisfaction.
Manage the organizational and operational activities of the Customer Support Engineering team.
Review all major deliverables to ensure quality standards and customer expectations are met.
Assists in making major business decisions.
Prepares and manages action plans.
Participate in the preparation of the department budget and controls area/program budgets.
Manage productivity (effectiveness/efficiency) and the organizational results for the area.
Manage the work environment to keep employee satisfaction, motivation, and productivity.
Manage employees’ career development, training, and all employee related matters.
Perform annual evaluations, identify training and individual needs for CSE and FSR readiness.
Develop CSE & FSR work instructions, KPIs, tasks and responsibilities.
Support to Material Special Programs sales campaigns.
Support Component Repairs contract negotiations.
Communicate area objectives, company policies, and procedures to the employees.
Ensure employment law, work security/safety rules, and company policy and procedures compliance.
Meet ISO requirements.
Identify and develop successors.