Technical Customer Support Representative - onsite

Embraer•Columbus, OH

1d•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline is preferred.
Work experience in field service support, training and customer relations/ service functions is preferred.

Responsibilities

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.