Job Details
Customer Support Field Representative - Executive Aviation
Embraer · Columbus, OH
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Position Summary
- This position is 100% onsite and based in Columbus, Ohio, and is a key member of Embraer's Customer Care Center Technical, headquartered in Brazil.
- Serve as Embraer's dedicated on-site Customer Support Representative for a key Executive Aviation customer, acting as the primary liaison for all technical and operational support matters.
- This role is responsible for delivering exceptional customer experience by ensuring fleet safety, availability, and operational performance while building strong, long-term customer relationships. As a trusted advisor and advocate, this position coordinates support across Embraer's global organization to provide timely solutions, proactive communication, and high-quality service.
Job Responsibilities
- Serve as the primary customer-facing representative and trusted advisor for a key Executive Aviation customer, ensuring a high level of satisfaction through responsive support and proactive engagement.
- Build and maintain strong customer relationships by understanding operational needs, anticipating challenges, and providing strategic guidance that enhances fleet reliability and performance.
- Manage customer expectations and deliver exceptional service in fast-paced, time-sensitive environments, including the coordination and resolution of multiple Aircraft on Ground (AOG) events in conjunction Customer Care Center Technical team.
- Manage and respond to AOG events, maintenance and troubleshooting questions, and operational support requests while maintaining a strong focus on customer experience, responsiveness, and service quality.
- Act as the primary point of contact for customer inquiries, technical concerns, and escalated service issues, ensuring timely updates, clear communication, and effective resolution.
- Coordinate cross-functionally with Engineering, Materials, Supply Chain, Quality, Manufacturing, Customer Relationship Management, and other internal teams to advocate for customer needs and drive successful outcomes.
- Provide on-site consultation and technical support, guiding customers through troubleshooting processes and ensuring aircraft are returned to service safely and efficiently.
- Analyze technical data, maintenance trends, and fleet performance information to deliver actionable recommendations that improve operational efficiency and customer satisfaction.
- Proactively communicate service updates, technical recommendations, maintenance planning considerations, and product improvements to support customer operations.
- Develop customized support strategies by gaining a deep understanding of customer operations and leveraging Embraer resources, technical publications, service bulletins, and best practices.
- Lead customer-focused continuous improvement initiatives that enhance service delivery, operational effectiveness, and overall customer experience.
- Monitor key service metrics and customer feedback to identify opportunities for improvement and implement solutions that strengthen customer partnerships and support Customer Care Center Technical objectives.
- Collaborate with customers and internal stakeholders to identify preventive measures, resolve recurring issues, and improve long-term fleet performance.
- Proactively identify recurring trends and systemic issues, gather and analyze relevant data, and escalate concerns to the appropriate stakeholders, including EFTC, Engineering, Program Management, CRM, and other cross-functional teams as necessary.
- ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES
Education
- Preferred BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline.
Experience
- Preferred at least 3 years of experience in technical support roles within the aviation/aeronautical industry.
- Extensive technical experience and proven record in troubleshooting, specific to Embraer Executive Aircraft.
- Preferred experience in field service support and customer relations/service functions.
- Knowledge, Skills and Abilities
Consider adding or elevating the following competencies
- Strong customer relationship management and stakeholder engagement skills.
- Ability to build credibility and trust with executive-level customer representatives.
- Demonstrated commitment to customer satisfaction and service excellence.
- Exceptional communication, presentation, and interpersonal skills.
- Ability to influence and coordinate cross-functional teams on behalf of the customer.
- Strong conflict resolution, negotiation, and issue-management capabilities.
- Experience managing escalated customer concerns and delivering successful outcomes.
- Customer-centric mindset with the ability to balance technical requirements and business priorities.
Working Conditions / Environment/ Special Requirements
- Flexibility to work outside regular business hours, including weekdays, weekends, and 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.
- 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.