Embraer VSS - Executive Aviation
For our EMEA region, headquartered in Amsterdam, we are seeking to recruit a Customer Support Engineer (Customer Account Manager) to act as first level of interaction between Embraer and our Business Jet Operator(s) in Europe.
CUSTOMER ACCOUNT MANAGER
Location: Amsterdam based
MAIN TASKS & RESPONSIBILITIES:
- Focal point / interface of internal- and external Customer;
- Supports customers with engineering-, technical advice, applicable service solutions and determine corrective actions to be implemented as well as account management;
- Translates customer needs and concerns into Embraer organizational / process language;
- Coordinate customer issues solution, driving actions within the customer and Embraer organization, with high sense of urgency and importance;.
- Monitors, follows-up and provides answers and solutions to Customer issues;.
- Ensures a regular communication with the Customer organization, to maintain a respectful relationship;
- Ensures continuous improvement of the policies and processes;
- Contributes to the optimization of work processes in the areas of activities
- Managing the customer key performance indicators, and able to drive actions to improve the performance;
- Available to support customers in AOG 24x7 on phone.
- Support the Aftermarket Sales team with leads and sales
PROFILE OF THE SUITABLE CANDIDATE
- EU/UK passport holder
- Good knowledge of Embraer Engineering and Services and Support Organizations; Proven knowledge on Embraer aircraft;
- Aeronautical engineering degree or equivalent;
- Able to administrate crises and work under pressure;
- Minimum 4 years of experience in Aviation Customer Support and/or Business Aviation;
- Knowledge on Embraer Executive aircraft maintenance/flight ops/engineering/materials;
- Knowledge of the Business Aviation market;
- Cultural awareness;
- Superior communication skills and ability to successfully liaise at all levels in the organization as well as external parties. Ability and willingness to make public presentations;
- Process oriented and driven to the continuous improvement of the activities;
- Self-motivated and organized to work remotely;
- Has a balance between technical and commercial subjects; contracts; finance; compliance;
- Able to work in a dynamic, deadline driven environment with many complexities;
- Flexible, has a sense of urgency and customer support orientation are key character attributes to be successful;
- Available to travel at short notice and to conduct international missions.
Fluency in English, both written and spoken, is a must. Other languages would be of advantage.
