Director. Services & Support

Location: USA (Preferably Melbourne, FL)

• The successful candidate will be responsible for maximizing Customer Satisfaction and Sales Results for Executive Aviation as part of the Customer Support & Services Business Unit. You will be in charge of all customer relationship and aftermarket sales activities in this market segment worldwide, including an indirect supervisory role in China.
• You will lead multi-cultural teams distributed around the globe supporting Executive Aviation Customers (Owners, Operators, Management Companies, Wealth Managers) and the network of Owned and Authorized Service Centers, this includes field support, sales and business development, finance and administration in order to exceed the customer’s expectations and satisfaction through the development of a genuine relationship and experience, utilization of best practices in the market and providing a complete and innovative range of services solutions, bringing economic, financial and image expected results to Embraer and its shareholders.
• The position also includes acting as Managing Director for Embraer Executive Jets Services, Inc. a company established in US which consolidates all Customer Support & Services activities in North America.

MAIN TASKS & RESPONSIBILITIES:

• Optimize customer satisfaction and personally manage key customer relationships through frequent, trustful and hands-on connection with the community of customers (aircraft operators, managers, owners, pilots and maintenance personnel) influencing positively their confidence in Embraer’s Customer Support and Services. Represent the most senior figure of Customer Support and Services in the region in front of the community of customers, suppliers, local service providers, associations and government departments.
• Develop, implement and monitor strategies for ensuring the long-term financial viability and strategic growth of Embraer Executive Jets owned service centers while meeting customer demands.
• Create annual operating plans and budgets for the region and manage the organization to the optimum achievement with the resources provided and in compliance with all regulatory, legal and financial requirements, implementing and monitoring processes required to limit Embraer’s financial exposition.
• Maintain hiring and retention for the services and support team, evaluating performance on a regular basis according to authorized personnel policies and procedures that fully conform to current laws and regulation. Promote a culture that reflects the company’s values, encourage good performance and reward productivity and results.
• Provide the interface and liaison between region’s customers and the back-office support and services team in Brazil and other geographic regions. Clearly communicate customer expectations and issues in a positive and productive manner and work proactively with those teams to develop durable solutions and improve customer satisfaction.
• Negotiate strategic aftermarket support agreements with fleet buyers and other key customers and oversee the implementation and accomplishment of such agreements.
• Be the ultimate sponsor of the P3E philosophy and Passion for Excellence initiatives as well as ensure adequate alignment between the services and support team cells in the region and the KPO in Brazil. Monitor performance metrics and implement actions to assure strategic levels of customer satisfaction, lower costs and/or improve revenues and margins.
• Support the Aircraft Sales team in the establishment of confidence in Embraer’s ability to support new customers’ flight operation of Embraer Executive Jets.

PROFILE OF THE SUITABLE CANDIDATE:

• Bachelors degree in Engineering or Business Management with at least 10 years of experience in Aviation maintenance and/or Engineering
• Desirable: Knowledge of Executive Aviation outside of Embraer
• Confirmed knowledge and understanding of the products, services, markets and competitors
• Leadership demonstrated capability.
• Project management capability
• Fluency in both English and Portuguese, French and Chinese is a plus.

Technical Skills:

• Customer driven
• People management skills
• Knowledge of Embraer products and services
• Aircraft reliability and direct maintenance cost
• Knowledge of: Contracts creation, negotiation and management, Airworthiness authorities regulations
• Budgeting and cost/revenue allocation
• Quality assurance in aircraft maintenance environment
• Customs and logistics
• PDCA / Lean philosophy
• Embraer technical publications and normative system
• Continuous improvement processes
• Crisis management
• Communication and presentation, including technical meetings / workshops organization
• Market Analyses

Embraer is an equal opportunity employer