Customer Support Engineer

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide engineering technical support for the E175 to company clients and operators.

• Identify, document, analyze, and assess service bulletins, reports, manuals, technical publications, critiques, technical/operational challenges, necessary repairs or modifications, and the need for parts, components, or system replacements.

• Examine issues related to aircraft structures and aeronautical systems such as generators, engines, avionics, electrical systems, costs, and economic feasibility.

• Present and discuss alternative solutions for maintenance and modification challenges.

• Set deadlines and implement necessary measures.

• Oversee off-site repair teams and provide guidance to contracted shops performing maintenance services.

• Maintain technical and operational communication with internal departments, company units, customers, operators, suppliers, contracted maintenance facilities, technical representatives, engineers, technical assistants, and maintenance mechanics.

• Explore alternative solutions to address and prevent product development and maintenance issues.

• Coordinate retrofit campaigns.

• Address inquiries, monitor, and control work progress.

• Assess aircraft maintenance and repair facilities by visiting sites and evaluating their infrastructure, materials, equipment, tools, customer service, and employee technical qualifications.

• Develop and deliver technical and operational training for aircraft maintenance staff.

• Create and conduct presentations for operators regarding technological advancements in company aircraft.

• Compile reports related to technical visits and associated expenses.

• Stay updated with advancements in avionics, electrical systems, power plants, structural systems, maintenance practices, parts, components, performance, and aircraft type technologies.

• Consult and research manuals, specialized technical publications, and service bulletins.

• Prepare and present reports, charts, graphics, and cost analyses.

• Keep organized and updated files and databases.

• Translate terminology from operator and reliability reports.

• Engage in courses, seminars, and study groups.

• Execute additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in Aeronautical Engineering or Mechanical/Electrical Engineering.

• Experience in providing technical and troubleshooting support for the E175.

• Experience in offering client/operator product technical support, preferably gained in the aviation/aeronautical sector.

• Understanding and application of broad practices associated with the assigned and related fields.

• Knowledge of aircraft systems and structures, including electrical, electronic, mechanical, hydraulic, pneumatic, and communication systems.

• Familiarity with aircraft maintenance aspects.

• Understanding of client support and service quality techniques.

• Ability to read and interpret technical drawings.

• Strong writing skills.

• Proficient negotiation techniques.

• Familiarity with technical publications.

• Knowledge of reliability analysis and liability (manufacturer’s responsibility).

• Knowledge of Embraer products, specifically the E175.

• Ability to work in a safe and professional manner, complying with OSHA, EPA, State, and Federal regulations.

• Ability to meet work schedule requirements.

🏝️ Benefits

• Equal Opportunity Employer.

• Commitment to company values and adherence to departmental norms, policies, directives, and procedures.

• Integration of Lean and P3E processes and concepts into daily activities.

• Continuous improvement of processes and procedures.

• Confidentiality and protection of proprietary documents and information.