Manager of Customer Support Engineering Full Time NEW

Responsible for the Customer Support Engineering for Commercial and Executive Aviation with a global team based in North & South Americas and Europe & Field Services Representative for Executive Aviation in USA, managing, coordinating, implementing, monitoring, and controlling organizational and operational activities, processes, and programs. Provide technical support to Embraer products and services, to internal and external customers, manage all technical aspects of the aftermarket relationship with the Customer, ensuring outstanding customer satisfaction by assessing their needs, expectations, and issues, in order to develop appropriated plans and solutions, maximizing fleet performance KPIs, and company profitability. Work as technical liaison between the customer and Embraer representing the customer’s interests within Embraer and ensuring quality of services and support, maintain a professional relationship with all the areas and levels inside the customer organization to build a reputation for excellent service and generate repeat business. Develop and maintain a motivated team of Customer Support Engineers & Field Services Representative and continually seek innovative methods for improving team performance and profitability.

Responsibilities

• Provide worldwide technical support and dispositions for Embraer Material Special Programs operation, Component Repairs and Warranty Program (Commercial and Executive customers).
• Provide Technical Support to all areas of EACS such as but not limit to Material Services, Repair Management, Service Sales & Business Development, Warehouse and Quality Assurance.
• Monitor aircraft component low time on-wing for Embraer Material Special Programs (Commercial and Executive customers), addressing all low-time on-wing cases with repair shop / supplier responsible for the repair.
• Monitor aircraft component rogue unit candidates for Embraer Material Special Programs (Commercial and Executive customers), addressing all rogue candidate cases with repair shop / supplier responsible for the repair.
• Provide technical support and lead discussions and disputes with vendors and / or customers for Embraer Material Special Programs components repair (Commercial and Executive customers).
• Provide technical support and lead discussions and disputes with vendors and / or customers for warranty claims (Commercial and Executive customers).
• Provide technical support for aircraft component fail investigation, interfacing with supplier and Embraer Development Engineering.
• Ensure the internal and external areas communication to support Embraer products and solution definition to solve technical problems.
• Provide technical support in a timely manner to Customers and Repair Stations to ensure aircraft components availability and Customers’ satisfaction.
• Manage the organizational and operational activities of the Customer Support Engineering team.
• Review all major deliverables to ensure quality standards and customer expectations are met.
• Assists in making major business decisions.
• Prepares and manages action plans.
• Participate in the preparation of the department budget and controls area/program budgets.
• Manage productivity (effectiveness/efficiency) and the organizational results for the area.
• Manage the work environment to keep employee satisfaction, motivation, and productivity.
• Manage employees’ career development, training, and all employee related matters.
• Perform annual evaluations, identify training and individual needs for CSE and FSR readiness.
• Develop CSE & FSR work instructions, KPIs, tasks and responsibilities.
• Support to Material Special Programs sales campaigns.
• Support Component Repairs contract negotiations.
• Communicate area objectives, company policies, and procedures to the employees.
• Ensure employment law, work security/safety rules, and company policy and procedures compliance.
• Meet ISO requirements.
• Identify and develop successors.

Challenges

• Managing the differences between Commercial and Executive Aviation Customers and Repair Shops / Suppliers for several different aircraft platform, programs and services.
• The role requires a multidisciplinary/multilevel interface with Customers, Vendors and Embraer Organizations, mediating disputes between
• Customer, Embraer and Repair Shops / Suppliers regarding Embraer Material Special Programs and Warranty technical depositions and guaranty fairness between parties, and keep Embraer programs attractive to Customers and profitable.
• Participate in new products’ development including the MRB definition to guaranty the adoption of lessons learned from other products contributing to ensure a maturate product development, and headiness to support Embraer Material Special Programs.
• Managing a highly skilled team of engineers spread all over USA, France and Brazil, ensuring the connection among the engineers with no impact to the deliverables regardless of location boundaries or time zones, aiming at keeping a good working environment and great relationship among the team.

Essential Knowledge, Skills, & Abilities

Education

• Bachelor’s degree, preferably in Aeronautical, Mechanical, Electrical or Electronics Engineering

Experience

• Minimum 10 years of experience in customer / technical support activities related to company products and services.

Skills & Abilities

• Knowledge and experience in the aviation industry
• Knowledge of aircraft systems and structures
• Strong knowledge of the Embraer products and the organization
• Strong knowledge of the Embraer material services program
• Able to read and interpret drawings
• Knowledge of commercial airline business, maintenance and operation
• Strong analytical, technical and managerial abilities
• Project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously
• Proficient with computer and mobile platforms (including the Office suite), Web and E-mail Tools
• Effective verbal and written communication on all levels and both internally and externally
• Presentation skills
• Detail oriented and focused on customers’ needs
• Flexible and able to multi-task in a fast-paced environment
• Possess strong coaching and mentoring skills
• Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills
• Team player and proficient in working with remote teams
• Negotiation techniques
• Ability to perform under pressure
• Knowledge about labor legislation & local cultures

Embraer is an equal opportunity employer