Customer Support Engineer

Embraer VSS - Executive AviationFor our EMEA region, headquartered in Amsterdam, we are seeking to recruit a Customer Support Representative to act as first level of interaction between Embraer and our Business Jet Operator(s) in Europe.Location: UK or Amsterdam.Customer Support Engineer (Tech Rep)MAIN TASKS & RESPONSIBILITIES:Focal point / interface of internal- and external Customer;Provides 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 his 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.PROFILE OF THE SUITABLE CANDIDATE:Good knowledge of Embraer Engineering and Services and Support Organizations; Proven knowledge on Embraer aircraft, in particular Praetor 500/600, is highly preferred;Aeronautical engineering degree or equivalent;Able to administrate crises and work under pressure;Minimum 4 years of experience in Aviation Customer Support or Business Aviation; Knowledge on Embraer Executive aircraft maintenance/flight ops/engineeringKnowledge of the Business Aviation marketCultural 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.EU passport holder or UK passport/ settled status ;Acquisition based on this vacancy is not appreciated.