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A map of the United States highlighting the number of Embraer Embraer job openings by state according to ZipRecruiter. The image is accompanied by a detailed chart listing the number of Embraer Embraer job openings in each state, with California having the most at 2 and Hawaii the least at 0.

Customer Support Field Representative - Executive Aviation

Embraer

Columbus, OH • On-site

$15 - $20.25/hr

Other

Posted 24 days ago

Embraer rating

8.4

Company rating: 8.4 out of 10

Based on 34 frontline employees who took The Breakroom Quiz

33rd of 72 rated aerospace companies

Job description

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.

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