Embraer Asia Pacific is seeking a highly motivated Customer Account Manager to support and develop relationships with Embraer's Executive Jets and Defense customers across the Asia Pacific region.
Responsibilities:
Reporting to the Customer Support & Services Director, you will serve as the primary interface between Embraer and key customers, ensuring alignment with customer needs and contractual commitments. You will play a critical role in driving customer satisfaction, business growth, contract performance, and long-term partnerships to support the company's revenue objectives.
You will be responsible for the following but not limited to:
Customer Relationship
- Act as the primary point of contact for customers across the region.
- Ensure adherence to Contact Center policies and educate customers on Embraer policies (e.g., technical publications pricing, CC1/CC2 charging policies).
- Support customers with FlyEmbraer/MyTechCare platforms and troubleshooting.
- Maintain accurate and up-to-date customer data/ intel in Salesforce and Embraer systems.
- Conduct regular customer visits and calls to strengthen relationships and understand needs.
- Coordinate concessions requests and internal approvals.
- Support AOG (Aircraft on Ground) events by coordinating between customers, MRO/MRT providers, and contact center.
- Assist with warranty, Executive Care, pool programs, and contract-related matters.
- Handle general inquiries related to EASC/EOSC.
- Maintain awareness of local aviation regulations and customs requirements.
- Support Air Safety activities and manage crisis situations when required.
- Support Embraer's participation in conferences, customer events, and trade shows.
- Drive and promote customer satisfaction initiatives (e.g., AIN/ ProPilot surveys, industry feedback).
- Manage Journey of WOW FSR related tickets).
- Coordinate post-delivery commitments and ensure regional implementation of ADs and SBs.
- Up to date on market perception and maintain relationships with other OEMs Field Teams (RR, HY, GARMIN, OGMA, LIEBHERR etc).
- Generate good ideas, gather market intelligence and identify revenue opportunities.
- Support new aircraft sales activities.
- Light technical knowledge for rapid advice (go/no-go decisions from the cockpit).
- Assist Contact Center with case resolution and quality improvements (Final Fix, Updates, Quality Clinic etc.).
- Manage intermittent/challenging customer troubleshooting issues.
- Manage complex customer issues and act as the voice of the customer within Embraer.
- Adhere to company's policies and achieve good revenue.
- Ensure clear, structured, and timely communication with Defense customers.
- Prepare reports, presentations, and updates as required.
Account Management Support (AR, KYC, EIS, Strategic)
- Interact with customers and manage accounts receivable matters, including collection of overdue payments.
- Validate and update payment terms in Embraer systems.
- Oversee credit limit requests and management.
- Support Entry Into Service (EIS) for new and pre-owned aircraft, ensuring smooth interface with Customers.
- Lead or co-lead EIS activities depending on project complexity.
- Ensure customer compliance with KYC (Know-Your-Customer) requirements.
- Oversee customer onboarding and setup processes.
Aftermarket Sales Support
- Promote aftermarket services and support sales opportunities.
- Collaborate with sales teams and customers to drive service adoption.
- Gather and analyze competitive market information.
- Support sales of spare parts and services for Defense customers.
- Review and contribute to Defense Commercial proposals.
- Manage and administer Defense sales opportunities
Desired Skills and Experience:
We are seeking to hire a professional with:
- Bachelor's degree in Aeronautical Engineering or equivalent;
- Minimum 7 years of account management experience in aerospace, aviation, or defense industries;
- Experience with aircraft maintenance operations, technical support, and customer engagement;
- Familiarity with Defense aviation markets and customers; and
- Experience working in international and multicultural environments.
Requirements:
- Good understanding of Civil and Defense aircraft design, configurations and operational differences.
- Familiarity with aviation customer operations and industry practices.
- Comfortable working in a military or defense environment.
- Strong stakeholder management, communication, and negotiation skills. Able to be assertive when needed.
- Strategic, customer-focused, and results-driven mindset.
- Strong sense of urgency, importance and ability to manage risks effectively
- Able to work across diverse cultures and regional markets.
- Effective presentation and reporting skills.
- Self-motivated, adaptable, and able to thrive in a dynamic environment.
- Team-oriented with a proactive and collaborative approach.
- Comfortable with flexible and hybrid work arrangements, including working from home when required to support after-hours calls across time zones.
- Fluent in English.
- Proficiency in Portuguese is a plus to facilitate effective communication with headquarters in Brazil.
- Proficient in MS Office and Sales Force.
*Please note that only applicants shortlisted for interview will be contacted*
