Manager of Customer Support Engineering

Embraer is a leading aerospace company specializing in aviation solutions, and they are seeking a Manager of Customer Support Engineering. This role is responsible for overseeing the Customer Support Engineering team, providing technical support, managing operational activities, and ensuring customer satisfaction within the Commercial and Executive Aviation sectors.

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

Requirements:

• Bachelor's degree, preferably in Aeronautical, Mechanical, Electrical or Electronics Engineering
• Minimum 10 years of experience in customer / technical support activities related to company products and services
• 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