Embraer · 1 day ago
Customer Support Engineer - Executive (onsite)
Columbus, OH
Full-time
Onsite
Senior Level
5+ years expEmbraer is a leading aerospace company, and they are seeking a Customer Support Engineer to act as a technical representative for a key customer in Executive Aviation. This role involves managing customer expectations, providing on-site technical support, and ensuring fleet safety and performance for a large fleet of aircraft.
AerospaceCommercialIndustrialManufacturing
Responsibilities
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
Serve as the primary point of contact for escalated customer issues, coordinating resolutions across multiple Embraer departments such as Materials, CRM, Engineering, Manufacturing, Quality, Supply Chain, and others, ensuring clear, accurate, and timely communication
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
Qualification
Required
BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline is preferred
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
Solid technical knowledge of aircraft 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)
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
Work experience in field service support, training and customer relations/ service functions
Company
Embraer
Embraer is an aerospace manufacturer that produces commercial and executive aircraft for the commercial and defense sectors.
10001+ employees
H1B Sponsorship
Embraer has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
2023 (2)
2022 (5)
2021 (1)
2020 (7)
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
2026-01-24
Calcutta Telegraph
2026-01-24
2026-01-22
Company data provided by crunchbase