Customer Account Manager

Embraer VSS - Executive Aviation

For our EMEA region, headquartered in Amsterdam, we are seeking to recruit a Customer Account Manager to act as first level of interaction between Embraer and our Business Jet Operator(s) in Europe.

CUSTOMER ACCOUNT MANAGER

Location: Germany 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 passport holder
• Currently residing in Germany
• 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, 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 German and English, both written and spoken, is a must. Other languages would be of advantage.