Field Service Technical Advisor II

Summary

Join Embraer Executive Aircraft as a Field Technical Representative, providing both remote and on-site technical and operational support to ensure fleet safety, availability, and performance. Based in Dallas, TX, you will be a key technical member of Embraer’s Customer Care Center in Brazil. Your responsibilities include providing technical support, managing AOG inquiries, analyzing aircraft data, building customer partnerships, and providing 24/7 customer support. You will also develop technical solutions, lead internal projects, and collaborate with internal teams to improve processes and KPIs. This role requires strong technical knowledge in aeronautical systems, experience in aircraft troubleshooting, and excellent communication skills. The position demands flexibility with shift work, travel, and adherence to safety regulations.

Requirements

• At least 5 years of experience in technical support within the aviation / aeronautical industry
• 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 team’s 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
• 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

Responsibilities

• 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

Preferred Qualifications

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