Embraer Services & Support (Defense & Security)We are currently seeking to recruit a Customer Services Manager for our EMEA Defense Aftermarket Services and Support organization.Location: Lisbon Area, Portugal.Customer Services ManagerThis person will be responsible for managing customer accounts and aftermarket contracts within this account, with support from our contracts administration team.The role holder will establish and maintain long term relationship with customers, interfacing with high- and low-ranking levels on armed force and government. The role holder will be responsible for managing the contracts with the customer, with support from our contract administration team. This person will be responsible for the account financial and operational results and for customer satisfaction.MAIN TASKS & RESPONSIBILITIESDevelop trustful relationships with customer. This person will be Embraer main point of contact for customer.Coordinate with customers and internally lead the account team on the actions related to the contracts and overall support and services, keeping track of operational and contractual KPIs.Oversee account results (customer satisfaction, Embraer delivery performance, financial results, sales) and act internally (at Embraer) and externally (with customers) to maximize results and customer satisfaction.Reports customer trends and captures market trends and other relevant information about the region/ customer.Actively participates in local customer events and conferences.PROFILE OF THE SUITABLE CANDIDATE:Business management or engineering degree or equivalent.5-8 years of experience in the customer support or airline industry (maintenance, engineering).Fluent Portuguese and English, both written and spoken, is a must.Superior written and verbal communication skills and ability to successfully liaise at all levels of the organization as well as with external parties.Superior routine management and leadership skills.Project Management, financial and contractual skills.Ability to work both on technical and commercial topics, assuring the proper connection between the operation and contractual topics.Knowledge of aviation and ideally some knowledge of Embraer products and their components is desired.Knowledge of public hiring processes, legal, defense industry is also desired.Able to work in a dynamic, deadline driven environment with many complexities. Flexible, has a sense of urgency and customer support orientation are key character attributes to be successful;Available to travel at short notice, conduct international missions.Candidates must be eligible to reside and work in EU.
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