Field Service Technical Advisor II (on-site)

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. This role is based in the U.S. (Dallas, TX) and will act as a key technical member of Embraer's 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 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. 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.

Created: 2025-09-23