Mid Level Customer Support Representative Jobs

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.