Onsite Customer Support Lead - 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

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