Embraer

Embraer

Customer Support Field Representative - Executive Aviation

Columbus, OH

Sponsorship not specifiedDetected 1 day ago
CRMNegotiationSupply ChainEmployment LawCustomer SupportElectrical EngineeringCommunicationOSHA

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16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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About the role

  • 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.
  • Act as the primary point of contact for customer inquiries, technical concerns, and escalated service issues, ensuring timely updates, clear communication, and effective resolution.
  • 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.

Responsibilities

  • 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.
  • 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.
  • 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.

Nice to have

  • 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.

Skills

  • Preferred BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline.
  • Consider adding or elevating the following competencies: Strong customer relationship management and stakeholder engagement skills.
  • 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.
  • 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.
  • Performs other duties as assigned.

Company info

  • Provide on-site consultation and technical support, guiding customers through troubleshooting processes and ensuring aircraft are returned to service safely and efficiently.
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This listing is sourced directly from Embraer's careers page and normalized into a canonical job model.