Embraer

Embraer

Technical Customer Support Representative - onsite

Columbus, OH

Sponsorship not specifiedDetected 64 days ago
CRMNegotiationSupply ChainEmployment LawCustomer SupportAvionicsElectrical EngineeringCommunicationOSHA

About the role

  • Act as the Embraer technical representative supporting a key customer in Executive Aviation on all technical matters, ensuring fleet safety, availability, and performance.
  • T his position is 100% onsite and based in Columbus, Ohio, and serves as a key technical role within Embraer's Customer Care Center, headquartered in Brazil.

Responsibilities

  • JOB RESPONSIBLITIES Manage customer expectations and perform effectively under time‑critical and high‑pressure conditions, including the resolution of multiple Aircraft on Ground (AOG) events for a fleet of more than 100 aircraft.
  • Provide on‑site technical support, including troubleshooting and technical clarifications, with a strong focus on returning aircraft to service safely and within established timelines.
  • Manage and respond to AOG (Aircraft on Ground) and routine maintenance inquiries, ensuring timely and effective technical solutions.
  • Analyze and validate aircraft technical data, including CMC (Central Maintenance Computer), OMS (Onboard Maintenance System), FDR (Flight Data Recorder), and component‑level NVM (Non‑Volatile Memory), as applicable.
  • Build and maintain long‑term and trusted partnerships with the customer through proactive engagement and consistent technical support.
  • Proactively support the customer by gaining a deep understanding of their operations and providing customized technical recommendations, including service bulletins, manuals, technical documents, and maintenance publications.
  • Lead and contribute to internal projects focused on improving processes, efficiency, and service quality within the Customer Care Center.
  • Monitor key performance indicators (KPIs) and actively drive continuous improvements aligned with Customer Care Center objectives.
  • Collaborate with cross-functional teams to propose preventive or corrective solutions based on technical analysis.

Requirements

  • Knowledge, Skills & Abilities: Solid technical knowledge of aircraft systems technologies (e.g. Avionics, Flight Controls, Fuel, Communications, Electrical, Hydraulics, Landing Gear, Propulsion).

Nice to have

  • At least 5 years of experience in technical support roles within the aviation/aeronautical industry.
  • Extensive technical experience and proven record in troubleshooting Phenom and/or Praetor family of aircraft is mandatory for this role.

Skills

  • BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline is preferred.
  • Ability to interpret and read technical standards and drawings.
  • Experience on aircraft systems troubleshooting (root cause analysis), including CMC, OMS, FDR and/or NVM analysis.
  • Experience in aircraft operation and maintenance.
  • Knowledge of maintenance and operations manuals (AMM, FIM, WDM, SB, AIPC, MEL, etc.).
  • Proficient with computer and mobile platforms (including the Office suite), Web and E-mail Tools.
  • Good analytical and technical abilities.
  • Effective verbal and written communication.
  • Good presentation skills.
  • Flexible and able to multi-task in a fast-paced environment.
  • Negotiation techniques.

Company info

  • Detail oriented and focused on customers' needs.
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This listing is sourced directly from Embraer's careers page and normalized into a canonical job model.