Customer Support Field Representative - Executive Aviation

Colégios Embraer; Columbus (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

Embraer in Columbus, Ohio seeks an on-site Customer Support Representative for a key Executive Aviation customer. You will be the primary liaison for technical and operational support, ensuring fleet safety, availability and performance while building long-term customer relationships.

As a trusted advisor, you will coordinate with Embraer’s global teams to deliver timely solutions, proactive communication, and high-quality service, guiding troubleshooting and returning aircraft to service safely

Qualifications

• Preferred BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline.
• 3+ years of experience in technical support roles within the aviation/aeronautical industry.
• Experience in field service support and customer relations/service functions.

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 elevate concerns to the appropriate stakeholders, including EFTC, Engineering, Program Management, CRM, and other cross-functional teams as necessary.

Skills

Customer relationship management

Stakeholder engagement

Communication skills

Interpersonal skills

Conflict resolution

Education

Bachelor's degree in Aerospace, Mechanical, Electrical Engineering or related technical discipline

Job description

• 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.

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 elevate concerns to the appropriate stakeholders, including EFTC, Engineering, Program Management, CRM, and other cross-functional teams as necessary.

Education

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

• 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.

Embraer is an Equal Opportunity Employer.