Field Service Representative Dallas, TX area

POSITION SUMMARY

The Field Technical Representative provides both remote and on-site technical and operational support for Embraer Executive Aircraft ensuring fleet safety availability and performance. The candidate must be based in the Dallas TX area and will act as a key technical member of Embraers Customer Care Center located in Brazil.

JOB RESPONSIBLITIES

• Provide technical support (troubleshooting and technical clarification) to customers remotely or on-site with a focus on returning the aircraft to service safely and on a timely manner.
• Coordinate resolution and be the point of contact for escalated customer issues liaising across Embraer departments (CRM Engineering Manufacturing Quality Supply Chain) with urgency and precision.
• Manage and respond to AOG (Aircraft on Ground) and routine maintenance inquiries ensuring timely solutions.
• Analyze and validate aircraft technical data including CMC (Central Maintenance Computer) OMS (Onboard Maintenance System) FDR (Flight Data Recorder) and component-level NVM (Non-Volatile Memory) as applicable.
• Built strong partnerships with CAMs (Customer Account Managers) with a focus on Key Accounts (specially CFD Corporate Flight Departments).
• Provide 24/7 customer support via phone and email including rotational shift and on-call availability.
• Be proactive with Key Account Customers (specially CFD) by understanding their operation and providing customized recommendations such as service bulletins manuals technical documents and maintenance publications to guide appropriate customer actions.
• Develop technical solutions for admissible repairs temporary repairs and ferry flights.
• Lead and support internal projects aimed at improving processes within the Customer Care Center.
• Monitor and drive improvements in key performance indicators (KPIs) for the Customer Care Center.
• Collaborate with internal teams to propose preventive or corrective solutions based on technical analysis.

ESSENTIAL KNOWLEDGE SKILLS AND ABILITIES

Education:

• BA degree in Aerospace Mechanical Electrical Engineering or a related technical discipline is preferred.

Experience:

• At least 5 years of experience in technical support within the aviation / aeronautical industry.
• Additional work experience in field service support training and customer relations/ service functions is preferred.
• Technical knowledge of Embraer Executive aircraft is a differentiation for this role.

Knowledge Skills & Abilities:

• Solid technical knowledge in one or more aeronautical systems technologies (e.g. Avionics Flight Controls Fuel Communications Electrical Hydraulics Landing Gear Propulsion).
• Ability to interpret and read technical standards and drawings.
• Experience on aircraft systems troubleshooting (root cause analysis) including CMC OMS FDR and/or NVM analysis.
• Experience in aircraft operation and maintenance.
• Knowledge of maintenance and operations manuals (AMM FIM WDM SB AIPC MEL etc.).
• Proficient with computer and mobile platforms (including the Office suite) Web and E-mail Tools.
• Good analytical and technical abilities.
• Effective verbal and written communication.
• Good presentation skills.
• Detail oriented and focused on customers needs.
• Flexible and able to multi-task in a fast-paced environment.
• Team player collaborative and able to listen to teams needs.
• Negotiation techniques.
• Ability to perform under pressure.
• Possess and applies knowledge of principles and practices in their work assignments which typically are moderately complex in nature.

Working Conditions / Environment/ Special Requirements

• Flexibility to work shifts including on-call hours (during business days and weekends/holidays).
• Availability for short and long-term travel (planned or unplanned).
• 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.

GENERAL COMMITMENT FOR ALL EMPLOYEES

• Commitment to company values and complies with department norms policies directives and procedures. ENS company policies and procedures.
• Incorporates Lean and P3E (Embraer Business Excellence Program) processes and concepts into daily activities.
• Strive for continuous improvement to processes and procedures.
• Honors and protect 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.

Embraer is an Equal Opportunity Employer.