Technical Customer Support Representative

Responsibilities

• Act as the primary technical representative for a key Executive Aviation customer to ensure fleet safety and performance
• Manage Aircraft on Ground (AOG) events and provide on-site troubleshooting and technical clarifications
• Coordinate resolutions for escalated issues across Engineering, Manufacturing, Quality, and Supply Chain departments
• Analyze aircraft technical data including CMC, OMS, FDR, and component-level NVM
• Provide customized technical recommendations including service bulletins and maintenance publications
• Monitor KPIs and lead internal projects to improve Customer Care Center processes

Requirements

• At least 5 years of technical support experience in the aviation/aeronautical industry
• Mandatory extensive troubleshooting experience with Phenom and/or Praetor aircraft families
• Solid knowledge of aircraft systems such as Avionics, Flight Controls, Fuel, and Propulsion
• Proficiency in interpreting technical standards, drawings, and maintenance manuals (AMM, FIM, MEL, etc.)
• Ability to perform root cause analysis using CMC, OMS, FDR, and NVM
• Flexibility to work shifts, including on-call hours, weekends, and holidays

Preferred Qualifications

• BA degree in Aerospace, Mechanical, or Electrical Engineering
• Experience in field service support, training, or customer relations functions

About the Company

Embraer is a global leader in the aerospace industry, dedicated to delivering innovative and high-performance aircraft solutions.