TN Visa Customer Support Representative Jobs
Customer Support Representative roles qualify for TN visa sponsorship under the USMCA when the position requires a bachelor's degree in a relevant field such as communications, business, or information technology. Canadian citizens can apply at the border or a U.S. consulate without a lottery. Mexican citizens require consular processing with a limited annual allocation.
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Get Access To All JobsPosition Summary
Act as the Embraer technical representative supporting a key customer in Executive Aviation on all technical matters, ensuring fleet safety, availability, and performance. This position is 100% onsite and based in Columbus, Ohio, and serves as a key technical role within Embraer’s Customer Care Center, headquartered in Brazil.
JOB 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.
ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES
- BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline is preferred.
Experience
- 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.
- Work experience in field service support, training and customer relations/service functions is preferred.
Knowledge, Skills & Abilities
- 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.
Working Conditions / Environment/ Special Requirements
- 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.
GENERAL COMMITMENT FOR ALL EMPLOYEES
- 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.
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.
Position Summary
Act as the Embraer technical representative supporting a key customer in Executive Aviation on all technical matters, ensuring fleet safety, availability, and performance. This position is 100% onsite and based in Columbus, Ohio, and serves as a key technical role within Embraer’s Customer Care Center, headquartered in Brazil.
JOB 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.
ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES
- BA degree in Aerospace, Mechanical, Electrical Engineering or a related technical discipline is preferred.
Experience
- 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.
- Work experience in field service support, training and customer relations/service functions is preferred.
Knowledge, Skills & Abilities
- 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.
Working Conditions / Environment/ Special Requirements
- 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.
GENERAL COMMITMENT FOR ALL EMPLOYEES
- 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.
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.
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Get Access To All JobsTips for Finding TN Visa Sponsorship as a Customer Support Representative
Match your degree to the role
TN eligibility for customer support roles hinges on your degree field aligning with the job duties. A communications or business degree supports a customer support position far more cleanly than a general arts credential. Request a degree equivalency letter if yours is ambiguous.
Target employers with documented TN history
Focus your search on U.S. companies with recent visa filings that have sponsored work visa professionals before. Employers experienced with visa sponsorship understand the support documentation required for TN status—like the support letter process for Canadian applicants or consulate applications for Mexican nationals—helping you identify companies familiar with work visa procedures.
Use Migrate Mate to find verified TN jobs
Search Migrate Mate to filter Customer Support Representative openings by TN sponsorship availability. Roles are matched to verified employer sponsorship history so you're not guessing which postings will actually support a TN application.
Prepare your support letter before negotiating
Your offer letter and employer support letter must describe your role in specialty occupation terms, not just list duties. Request that HR explicitly state the degree requirement for the position. Vague language about 'preferred qualifications' can trigger a USCIS denial.
Understand the Mexican annual allocation early
Mexican citizens are subject to a TN cap, so consular appointment timing matters. Apply for your consular interview as soon as the offer is finalized. Delays in scheduling can push your start date beyond what your employer expects.
Confirm E-Verify enrollment before your start date
Many U.S. employers in customer support are E-Verify participants, which is required for some federal contractors. Confirm your employer's E-Verify status before you arrive, since your Form I-9 must be completed within three business days of starting work.
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Find Customer Support Representative JobsCustomer Support Representative TN Visa: Frequently Asked Questions
Does a Customer Support Representative role qualify for TN visa sponsorship?
It can, but the role must meet the specialty occupation standard, meaning the position requires at least a bachelor's degree in a specific field such as communications, business, or information technology. Generic customer service jobs that accept any background typically don't qualify. Your offer letter must clearly state the degree requirement to support a TN application.
How does TN visa sponsorship for customer support roles compare to H-1B?
TN has no annual lottery and no cap for Canadian citizens, so you can start the process as soon as you have a job offer. H-1B requires registration in April, a random lottery selection, and a start date of October 1 at the earliest. For customer support roles that qualify under USMCA, TN is faster and more predictable. Mexican citizens face a TN annual allocation but still avoid the H-1B lottery entirely.
Where can Canadian and Mexican professionals find Customer Support Representative jobs with TN sponsorship?
Migrate Mate is the recommended platform for finding Customer Support Representative roles with verified TN visa sponsorship. It filters openings by sponsorship history so you can identify employers already familiar with TN filings rather than educating a recruiter from scratch, which slows the process significantly.
What documents do I need to apply for a TN visa as a Customer Support Representative?
You'll need a valid passport, a detailed job offer letter stating the degree requirement and your specific duties, proof of your qualifying degree, and any professional credentials relevant to the role. Canadian citizens can present these documents directly at a U.S. port of entry. Mexican citizens must attend a consular interview and apply for a TN visa stamp before entering.
Can I switch employers while on a TN visa in a customer support role?
Yes, but you cannot start working for the new employer until TN authorization is obtained for that specific position. Canadian citizens can process the change at the border with a new offer letter. Mexican citizens need a new visa stamp from a U.S. consulate. Working for a new employer before authorization is granted violates your TN status, so timing your transition carefully with both employers is critical.
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