Customer Support Engineer
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Job Description
Customer Support Engineer at Embraer, supporting aircraft operators and maintenance teams. Analyzing aeronautical systems, coordinating repairs and retrofits, and delivering technical training.
Responsibilities:
- Ensure engineering technical support to company clients and operators
- Identify, record, analyze, and evaluate service bulletins, reports, manuals, technical publications, criticisms, technical/operational problems, repair or change needs, parts, components, and system replacements
- Analyze issues related to aircraft structure and aeronautical systems, generators and engines, avionics, electricity, costs, and economic viability
- Present and discuss alternative solutions for maintenance and modification problems
- Define deadlines and take necessary relevant measures
- Follow up off-site repair teams and guide contracted shops performing maintenance services
- Maintain contact with interface areas, company units, customers, operators, suppliers, contracted maintenance shops, technical representatives, engineers, technical assistants, and maintenance mechanics
- Discuss alternative solutions with personnel involved in product development and maintenance activities
- Coordinate retrofit campaigns
- Clarify doubts, follow up, and control work development
- Qualify aircraft maintenance and repair shops through facility visits and evaluation of infrastructure, materials, equipment, tools, customer service, and employee technical qualifications
- Prepare and deliver technical and operational training for aircraft maintenance professionals
- Prepare and conduct operator presentations about technological improvements in company aircraft
- Prepare reports related to technical visits and expenses
- Stay current with avionics, electrical, power plant, structure systems, maintenance, parts, components, performance, and aircraft types
- Consult and research manuals, specialized technical publications, and service bulletins
- Prepare and present reports, charts, graphics, and cost studies
- Maintain organized and updated files and databases
- Translate operator and reliability report terminology
- Participate in courses, seminars, and study groups
- Comply with company values, department policies, directives, and procedures
- Incorporate Lean and P3E processes and concepts into daily activities
- Strive for continuous improvement
- Perform other duties as assigned
Requirements:
- BA degree in Aeronautical Engineering or Mechanical/Electrical Engineering
- Generally 5-7 years of experience in a specialized functional discipline
- Experience providing client/operator product technical support, preferably acquired in aviation/aeronautical industry
- Comprehension, understanding and execution of broad practices associated within the field assigned and related fields
- Ability to complete complex work assignments
- Knowledge of aircraft systems/structures, including electric, electronic, mechanic, hydraulic, pneumatic, and communication systems
- Knowledge of aircraft maintenance aspects
- Knowledge of client support and service quality techniques
- Ability to read and interpret drawings
- Writing skills
- Knowledge of negotiation techniques
- Knowledge of technical publications
- Knowledge of reliability analysis and liability (Manufacturer’s responsibility)
- Knowledge of Embraer products
- Ability to work in a safe professional manner adhering to OSHA, EPA, State and Federal regulations
- Commitment to company values and compliance with department norms, policies, directives, and procedures
- Ability to incorporate Lean and P3E processes and concepts into daily activities
- Commitment to continuous improvement
- Ability to protect confidential and proprietary documents and information
- Ability to satisfy work schedule requirements
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