Manager of Customer Support Engineering

Position SummaryResponsible for the Customer Support Engineering for Commercial and Executive Aviation with a global team based in North & South Americas and Europe, managing, coordinating, implementing, monitoring, and controlling organizational and operational activities, processes, and programs. Provide technical support to Embraer products and services, to internal and external customers, manage all technical aspects of the aftermarket relationship with the Customer, ensuring outstanding customer satisfaction by assessing their needs, expectations, and issues, in order to develop appropriated plans and solutions, maximizing fleet performance KPIs, and company profitability. Develop and maintain a motivated team of Customer Support Engineers and continually seek innovative methods for improving team performance and profitability.ResponsibilitiesProvide 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.ChallengesManaging the differences between Commercial and Executive Aviation Customers and Repair Shops / Suppliers for several different aircraft platform, programs and services.The role requires a multidisciplinary/multilevel interface with Customers, Vendors and Embraer Organizations, mediating disputes betweenCustomer, Embraer and Repair Shops / Suppliers regarding Embraer Material Special Programs and Warranty technical depositions and guaranty fairness between parties, and keep Embraer programs attractive to Customers and profitable.Participate in new products’ development including the MRB definition to guaranty the adoption of lessons learned from other products contributing to ensure a maturate product development, and headiness to support Embraer Material Special Programs.Managing a highly skilled team of engineers spread all over USA, France and Brazil, ensuring the connection among the engineers with no impact to the deliverables regardless of location boundaries or time zones, aiming at keeping a good working environment and great relationship among the team.Essential Knowledge, Skills, & AbilitiesEducationBachelor’s degree, preferably in Aeronautical, Mechanical, Electrical or Electronics EngineeringExperienceMinimum 10 years of experience in customer / technical support activities related to company products and services.Skills & AbilitiesKnowledge and experience in the aviation industryKnowledge of aircraft systems and structuresStrong knowledge of the Embraer products and the organizationStrong knowledge of the Embraer material services programAble to read and interpret drawingsKnowledge of commercial airline business, maintenance and operationStrong analytical, technical and managerial abilitiesProject management skills with an ability to interact with and motivate others to succeed on several fronts simultaneouslyProficient with computer and mobile platforms (including the Office suite), Web and E-mail ToolsEffective verbal and written communication on all levels and both internally and externallyPresentation skillsDetail oriented and focused on customers’ needsFlexible and able to multi-task in a fast-paced environmentPossess strong coaching and mentoring skillsDemonstrates initiative with a results orientation, while exhibiting strong drive and leadership skillsTeam player and proficient in working with remote teamsNegotiation techniquesAbility to perform under pressureKnowledge about labor legislation & local culturesEmbraer is an equal opportunity employer