Orlando, Florida, United States
Experienced Technical Support Manager with a proven track record in fostering and nurturing long-term business relationships in the Aviation Industry. A customer service manager with ability to maintain customer satisfaction, resolve problems and meet customer expectations. Expert in analyzing data, and providing superb customer communications while interacting with management and other stakeholders. Master of Business Administration (MBA) from Butler University.
Responsible for managing team of Customer Support Engineers and Field Service Representatives supporting Embraer commercial aviation customers in the Americas.
Manages all aspects of the aftermarket relationship between Embraer and key customers, assuring high level of customer satisfaction. Responsible for consistently providing excellent customer service, as well as representing the customers inside Embraer, delivering high quality services and support. Also responsible for building relationships and encouraging new and repeat business opportunities.
Main activities: Dedicated to one of Embraer's largest customers, Republic Airways. Responsible on ensuring suitable answers for customer requests. Focus on continuous improvement, preparation of reports showing aircraft reliability information and including recommendations to improve customer satisfaction. Organization and coordination of technical and commercial meetings with participation of Embraer, Republic Airways and vendors, targeting to ensure adequate focus on customer needs.
Research activity targeting textile machines optimization. Work including data collection, analysis and computer simulation.