At [Company], we innovate and collaborate to make the world a better place. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.
[Company] Commercial Airplanes, Customer Support organization is seeking a stable Field Service Representative (FSR) (Experienced or Senior) to join our support team located in Dallas, Texas supporting Southwest Airlines. Initially, the candidate will attend onboarding sessions in Seal Beach, CA, and will have further training at a U.S. or international location.
Position Overview:
This FSR position is ideal for aviation maintenance & engineering professionals seeking career growth, new challenges, and opportunities within the aviation industry.
The FSR will provide both on-site and remote technical support and representation to [Company] airline customers in Dallas and worldwide. The FSR will work directly with airline customer personnel and must demonstrate adaptability to diverse cultural environments. Candidates should have experience in flexible, fast-paced environments requiring prompt responses to ad-hoc customer requests. Strong written and verbal communication skills and the ability to work both collaboratively and independently with minimal supervision are essential.
Key Responsibilities:
Provide multi-disciplinary technical expertise (airframe, avionics, structures) and operational guidance to help customers achieve proficiency in operating and maintaining [Company] products.
Build and maintain strong customer relationships, initiating corrective actions to ensure satisfaction with [Company] products and services.
Strong commitment to quality and safety, with the ability to uphold and promote [Company]’s safety standards and first-time quality culture in all aspects of work.
Develop and coordinate airline support strategies with senior leaders within [Company] and customer organizations to meet operational objectives.
Review maintenance, engineering, flight operations, and performance data; conduct root cause analysis to identify trends and develop solutions that enhance aircraft reliability and operational efficiency.
Interpret and communicate technical support data; provide on-the-job training; act as liaison between [Company] and customer personnel.
Support aircraft Entry-Into-Service (EIS) plans, including training and assistance with maintenance, troubleshooting, fault rectification, and deferring Minimum Equipment List (MEL) items.
Collaborate with internal teams, suppliers, and Sales to identify opportunities to leverage [Company] products and services to meet customer-specific requirements and support business growth.
Monitor fleet status, respond to customer requests, and research and resolve technical and operational issues.
Serve as a customer advocate, maintaining a positive attitude in crisis situations and working independently with minimal supervision.
Must be willing to work flexible hours as needed to support customer operations, and be on-call 24 hours per day, 7 days per week to support emergent issues, and manage Aircraft-On-Ground (AOG) situations, tracking progress and maintaining situational awareness.
Follow up with customers to ensure solutions are effective and satisfactory.
Work Authorization:
This position is expected to be 100% onsite. The selected candidate will be required to work onsite in Dallas, TX.
Basic Qualifications (Required):
Bachelors of Science Degree in engineering, engineering technology and/or an FAA Airframe & Powerplant license (or equivalent certification or military experience/training).
5+ years of experience in the aviation industry.
Recent, preferably in-depth experience with [Company] models in maintenance or technical engineering roles.
Strong technical and interpersonal skills with excellent verbal and written communication.
Ability to identify operational issues and provide research-based guidance to airline staff and management.
Proven capability to prioritize and manage workload independently.
Ability to work collaboratively with [Company] executives and customers.
Willingness to travel domestically or international for training or short-term customer support needs.
Flexibility to work long hours, including evenings and weekends as needed.
Demonstrated capacity to lead and work effectively in diverse global teams.
Prepared to lead technical projects with airline customers.
Preferred Qualifications:
More than 10 years of experience in the aviation industry, including commercial airline technical operations.
Experience with customer support
Demonstrated cultural awareness and emotional intelligence, with the ability to adapt and effectively conduct business across diverse countries, cultures, languages, and airline environments.
Ability to identify and troubleshoot technical issues on aircraft.
Experience working under pressure in fast-paced environments with strict deadlines.
Experience interacting with all levels of airline management on technical and operational issues.
Demonstrated leadership and project management skills.
Multilingual skills.
Conflict of Interest:
Successful candidates for this job must satisfy the Company’s Conflict of Interest (COI) assessment process.
Drug Free Workplace:
[Company] is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.
Union:
This is not a union-represented position.
Pay and Benefits:
At [Company], we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.
The [Company] Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.
Pay is based upon candidate experience and qualifications, as well as market and business considerations.
Summary Pay Range:
Experienced (Level 3): $99,400 - $134,550
Senior (Level 4): $124,100 - $167,900