Customer Support Engineer

POSITION SUMMARY

Ensures engineering technical E175 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 economic 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/research 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:

• Experience providing technical and troubleshooting support for the E175.
  
• 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 (Manufacturers responsibility)
• Knowledge of Embraer products specifically the E175.

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.

Embraer is an Equal Opportunity Employer.