Job Opportunities API

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. Embraer is an Equal Opportunity Employer.