Customer Support Field Representative - Executive Aviation

Job description

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.