Customer Support Engineer

POSITION SUMMARY

Ensures engineering technical support to company clients and operators.

JOB RESPONSIBLITIES

• Identifies, records, analyzes and evaluates service bulletins, reports, documents, manuals, technical publications, criticisms presented, detected technical/operational problems, need for repair/changes, parts, components and/or system replacement.
• Analyzes issues/matters related to structure and aeronautical systems, generators and engines, products’ avionics and electricity, costs and economical viability.
• Presents and discusses alternative solutions for maintenance and/or modifications problems.
• Defines deadlines and takes necessary relevant measures.
• Follows up off-site repair teams and guides contracted shops to perform maintenance services.
• Maintains contacts with interface areas, other company units, customers, operators, suppliers, contracted maintenance shops, technical representatives, engineers, technical assistants, maintenance mechanics, etc., providing and obtaining operational/technical information.
• Discusses with personnel involved in product development/maintenance activities, alternative solutions to solve and prevent problems.
• Coordinates retrofit campaigns. Clears up doubts, follows up and controls work development.
• Qualifies aircraft maintenance/repair shops, visiting their facilities, verifying, analyzing, and evaluating infrastructure aspects, materials, equipment and tools used, as well as customer service and employees’ technical qualification, researching on information about professional background.
• Prepares and gives different kinds of technical/ operational training to professional in charge of company aircraft maintenance.
• Prepares/carries out presentations to operators about technological improvements made in company aircraft, pointing out and discussing the changes involved.
• Prepares reports related to the technical visits and expenses made. Stays current with avionics, electrical, power plant (engines and generators), structure systems new technologies, maintenance, parts, components, performance, and aircraft types.
• Consults/researches manuals, specialized technical publications, service bulletins, etc.
• Prepares and presents reports, charts, graphics, cost studies, etc.
• Maintains organized and updated files and data banks.
• Translates operator and reliability reports terminology.
• Participates in courses, seminars, and study groups.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

• BA degree in Aeronautical Engineering or Mechanical/Electrical Engineering

Experience:

• Generally 5-7 years of experience in a specialized functional discipline.
• Experience providing client/operator product technical support, preferably acquired in aviation/aeronautical industry

Knowledge, Skills & Abilities:

• Comprehension, understanding and execution of broad practices associated within the field assigned and related fields. Applies these understandings in the completion of complex work assignments.
• Aircraft systems/structures (electric, electronic, mechanic, hydraulic, pneumatic, communication, etc.)
• Aircraft maintenance aspects
• Client support and service quality techniques
• How to read and interpret drawings
• Writing skills
• Negotiation techniques
• Technical publications
• Reliability analysis, liability (Manufacturer’s responsibility)
• Knowledge of Embraer products

Working Conditions / Environment / Special Requirements

• Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.

GENERAL COMMITMENT FOR ALL EMPLOYEES

• Commitment to company values and complies with department norms, policies, directives, and procedures.
• Incorporates Lean and P3E processes and concepts into daily activities.
• Strive for continuous improvement to processes and procedures.
• Honors and protects 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