Embraer · 3 weeks ago
Technical Customer Support Respresentative
Melbourne, FL
Full-time
Hybrid
Senior Level
5+ years expEmbraer is a leading aerospace company, and they are seeking a Technical Customer Support Representative to provide both remote and on-site technical support for their Executive Aircraft. This role involves troubleshooting, managing customer inquiries, and collaborating with internal teams to ensure fleet safety and performance.
AerospaceCommercialIndustrialManufacturing
Responsibilities
Provide technical support (troubleshooting and technical clarification) to customers remotely or on-site with a focus on returning the aircraft to service safely and on a timely manner
Coordinate resolution and be the point of contact for escalated customer issues, liaising across Embraer departments (CRM, Engineering, Manufacturing, Quality, Supply Chain) with urgency and precision
Manage and respond to AOG (Aircraft on Ground) and routine maintenance inquiries, ensuring timely 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
Built strong partnerships with CAMs (Customer Account Managers) with a focus on Key Accounts (specially CFD – Corporate Flight Departments)
Provide 24/7 customer support via phone and email, including rotational shift and on-call availability
Be proactive with Key Account Customers (specially CFD) by understanding their operation and providing customized recommendations, such as service bulletins, manuals, technical documents, and maintenance publications to guide appropriate customer actions
Develop technical solutions for admissible repairs, temporary repairs, and ferry flights
Lead and support internal projects aimed at improving processes within the Customer Care Center
Monitor and drive improvements in key performance indicators (KPIs) for the Customer Care Center
Collaborate with internal teams to propose preventive or corrective solutions based on technical analysis
Qualification
Required
At least 5 years of experience in technical support within the aviation/aeronautical industry
Solid technical knowledge in one or more aeronautical systems technologies (e.g. Avionics, Flight Controls, Fuel, Communications, Electrical, Hydraulics, Landing Gear, Propulsion)
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
Detail oriented and focused on customers' needs
Flexible and able to multi-task in a fast-paced environment
Team player, collaborative and able to listen to team's needs
Negotiation techniques
Ability to perform under pressure
Possess and applies knowledge of principles and practices in their work assignments which typically are moderately complex in nature
Flexibility to work shifts, including on-call hours (during business days and weekends/holidays)
Availability for short and long-term travel (planned or unplanned)
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
Commitment to company values and complies with department norms, policies, directives, and procedures
Incorporates Lean and P3E (Embraer Business Excellence Program) processes and concepts into daily activities
Strive for continuous improvement to processes and procedures
Honors and protect confidential and proprietary documents and information
Satisfies work schedule requirements
Preferred
BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline
Additional work experience in field service support, training and customer relations/ service functions
Technical knowledge of Embraer Executive aircraft
Company
Embraer
Embraer is an aerospace manufacturer that produces commercial and executive aircraft for the commercial and defense sectors.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.97BKey Investors
The Brazilian Development Bank(BNDES)U.K. Export Finance
2025-11-25Post Ipo Debt· $202.29M
2025-09-22Post Ipo Debt· $1B
2025-02-07Post Ipo Debt· $650M
Leadership Team
Daniel Moczydlower,MSc,PMP
President & CEO, Embraer-X, Head of Global Innovation Ecosystems, Embraer
Gary Kretz
CFO
Recent News
2026-01-08
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2026-01-03
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