Customer Account Manager (on-site)

Position Summary

Responsible for obtaining and maintaining long term key customers in Executive aviation business areas by managing all aspects of the aftermarket relationship with the Customer, ensuring outstanding customer satisfaction by assessing their needs, expectations, and issues in order to develop appropriated plans and services. Works as the liaison between the customer and Embraer to promote our company’s solutions and achieve mutual satisfaction to grow our business and achieve long-term success.

JOB RESPONSIBLITIES

• Represents Embraer Executive Jets as the onsite “face” of Embraer to the Customer. In this role, the Customer Account Manager shall facilitate strong relationships between the customer operations and strategic teams and their counterparts at Embraer.
• Manages, coordinates, implements, monitors and controls area organizational and operational activities, ie Manages monthly reliability events / reports / AOG Events to track Dispatch Availability and Reliability Performance of the operator and report to customer account management.
• Works closely and on site with customer aviation leaders (Aviation Director, Maintenance Director and Chief Pilot group) to discover support opportunities and deficiencies, summarize these meetings and report to the customer account management.
• Oversees and develops activities focused on the preparation of studies or research. Identifies and manages customer support meetings with internal department leaders as related to Programs, Engineering and Flight Operations Support Engineering
• Serves as the communication focal point between the customers’ and internal Embraer teams (SJKParts, spare parts representative, engineering, contact center and the regional sales director). Aligns customer needs with internal processes/focal points to facilitate the customer needs.
• Resolves any issues and problems faced by customers and addresses complaints to maintain customer trust, these reports will be summarized and reported to customer account management.
• Plays an integral part in generating new sales that will turn into long-lasting relationship by identifying the customer needs and turning them into sales opportunities.
• Prepares and manages target program(s) as assigned.
• Participates in the preparation of department budget and controls area/program budgets.
• Ensures high level of quality services and meets ISO requirements. Facilitates documentation between the Customer and Embraer as required to conduct business in accordance with all applicable regulations and policies.
• Manages productivity (effectiveness/efficacy) and the organizational results for the area.
  
  

Education

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

• Bachelor's degree in science or arts
• Desirable: In Field of Aeronautical, Mechanical or Electrical Engineering.
  
  

Experience

• Minimum 10 years of experience in managing client/operator technical and commercial support activities related to Embraer executive aircraft and services
• Proven experience as key account manager
• Experience in sales and providing solutions based on customer needs
• Preference will be given to candidates with experience operating or maintaining Embraer Praetor/Legacy product(s.)
  
  

Knowledge, Skills & Abilities

• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Excellent organizational skills, detail oriented
• Ability in problem-solving and negotiation
• Knowledge of Embraer policies and procedures. Preference will be given to internal applicants due to the bona-fide operational need to understand Embraer operations and the Praetor executive jets.
  
  

Working Conditions / Environment/ Special Requirements

• Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.
• Ability to work on-site at client's location in Arkansas, United States of America.
• Ability to travel domestically and internationally as required and with little to no notice.
  
  

GENERAL COMMITMENT FOR ALL EMPLOYEES

• Commitment to company values and complies with department norms, policies, directives, and procedures. Projects Embraer presence with poise and grace in all settings.
• Incorporates Lean and P3E processes and concepts into daily activities.
• Strive for continuous improvement to processes and procedures.
• Honors and protects 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 employment opportunity employer