Field Service Representative

POSITION SUMMARY

Provides technical advisory expertise on maintenance, operation and overhaul of Embraer manufactured aircraft. Advises and trains customer personnel in the proper interpretation of the aircraft manuals as well as in the organization and implementation of training programs pertaining to Embraer manufactured aircraft. Act as a key technical liaison between the customer and Embraer.

JOB RESPONSIBLITIES

• Provide advisory expertise to Embraer aircraft customers, suppliers, workshops, repair stations and contracted maintenance companies.
• Analyzes and evaluates service bulletins, reports, documents, manuals, technical publications to determine appropriate courses of action in support of client needs.
• Analyze & troubleshoot issues/matters related to aircraft structure, systems, powerplant and their components, providing a range of different options in relation to issue resolution, outlining the different decision-making factors.
• Develop additional training materials and documentation based on client issues uncovered, so as to proactively provide guidance to others, should future and similar situations occur and in how to address them.
• Manage customer service relationships with interface areas, other company units, customers, operators, suppliers, contracted maintenance shops, technical representatives, engineers, technical assistants, maintenance mechanics, etc.,
• Discuss with personnel involved in product development/maintenance activities, alternative solutions to solve and prevent problems based on analysis conducted.
• Determines and recommends which products or services best fit the customers' needs.
• Coordinate retrofit campaigns, directing work activities to others in support of these campaigns as determined by this role.
• Develop and deliver technical/operational training to professionals in charge of aircraft maintenance.
• Prepare and carry out presentations to operators on aircraft technical issues / improvements, pointing out and discussing the changes involved.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

• BA degree in a relevant engineering discipline preferred.

Experience:

• 5-7 years of experience in client operator technical support within the aviation/aeronautical industry.
• Additional work experiences in field service support, training and customer relations/service functions.

Knowledge, Skills & Abilities:

• Possesses and applies knowledge of principles and practices in their work assignments which typically are moderately complex in nature.
• Solid knowledge of aircraft systems and structures.
• Demonstrated Knowledge of the Embraer products and the organization.
• Knowledge of commercial airline business, maintenance and operation.
• Ability to interpret and read technical drawings.
• Aircraft systems troubleshooting, including CMC and/or FHDB analysis.
• 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 team’s needs.
• Negotiation techniques.
• Ability to perform under pressure.

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.
• Up to 25-50% travel requirements.
• Ensures 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 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