At [Company], our people are at the heart of everything we do. We believe in inspiring and empowering every individual to reach their fullest potential. From workforce development and meaningful connections to a culture of trust, respect, and integrity, we invest in our employees so they can do their best work and achieve success together. Creating and delivering the world’s finest aviation experience starts with our people and when our people thrive, so does our mission.
The ability to travel frequently is required. An FAA Airframe and Powerplant (A&P) license is preferred. Candidates must possess a valid passport. Prior customer support experience is preferred. Experience with multiple [Company] large-cabin and mid-cabin aircraft is highly desired.
Area of Responsibility:
The primary area of responsibility will be Southern Wisconsin. However, the area of responsibility may extend beyond this region at management’s discretion.
This is a telework position that requires 75% of travel.
Bachelor's Degree Aviation maintenance or related curriculum or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. 5 years combined experience. A&P (FAA Airframe and Powerplant) license preferred.
Position Purpose:
The Field Service Representative (FSR) is the customer's regional contact for obtaining technical guidance from [Company]'s Customer Support network. The FSR, working with minimal supervision, is responsible for facilitating comprehensive, professional, and timely solutions to customer's technical issues/needs.
Principle Duties and Responsibilities:
Essential Functions:
Technical expert that primarily provides customer Aircraft On Ground (AOG) & non-AOG Support in person, or via phone/email. During AOGs, assesses and identifies local operator’s technical abilities to support transient GAC aircraft and coordinates support between TechOps, FAST, vendor’s reps, and customer. Subject Matter Expert (SME) in local customs/traditions to help resolve technical support events.
Work with Customer Operational Readiness (COR) to ensure a smooth transition of EIS deliveries by supporting COR briefings and addressing all issues and discrepancies associated with new aircraft operations.
Technical liaison between [Company] and customer, maintaining clear communications of aircraft support status during events. Escalates sensitive customer technical issues/complaints to GAC Management facilitating mutually beneficial resolutions. Face to Face interactions with operators on technical issues and support events in region.
Regional contact for obtaining technical support from [Company]’s Customer Support. Provide problem resolution support for all of [Company] product lines by organizing and managing logistics, resources and vendors to repair aircraft anywhere in the world on any day and at any time.
Provide guidance to customers on complex technical tasks and the proper installation, service, repair, replacement, modification and maintenance of equipment and/or systems which are part of or are used in conjunction with all company products.
Technical data gathering/communication including: Service Fleet Status squawks for technical event troubleshooting actions & details; Operational difficulties and recommended changes to procedures or systems; Submit Abnormal Situation Reports (ASR) when scheduled passenger trips are impacted due to significant incidents, accidents and operational events; Technical information related to maintenance and operational problems for correction and resolution; Coordinates non-technical requests and escalations to Account Managers or responsible business units.
Responsible for developing skills and experience associated with the responsibilities of a Sr Field Service Representative.
Provide the Operations Manager with timely and accurate reports regarding any significant issues, events and changes to assigned area customers, as well as, recommendations for authoring, maintaining, and editing Field Service Departmental Standard Operation Procedures (SOPs) to reflect Job responsibilities, accuracy, and improvements based on lessons learned.
Perform other duties as assigned.
Other Requirements:
A & P license and 4 years of related aircraft experience in addition to 5 years combined experience in following area(s) may offset the Bachelor degree: GAC FSR, GAC EIS Rep, TechOps Specialist, Technician whom maintain/repair one or more GAC A/C including scheduled or unscheduled maintenance, AOG, logistics, and routine servicing.
Formal maintenance training on all in-production [Company] model aircraft highly desirable.
Use/apply technical data (manuals, drawings, schematics, etc.).
Integrated digital avionics and electrical systems maintenance and diagnostics experience is highly desirable.
This job requires one to be able to read, write, speak, and understand the English language.