Customer Technical Manager - Switzerland

Gulfstream Aerospace Corporation•Savannah, GA

12d•Onsite

About The Position

Work on-site at the Jet Aviation Basel facility, serving as a primary Gulfstream representative and providing direct support to Gulfstream customers, aircraft operations, and maintenance activities. Candidates should demonstrate a strong understanding of the Gulfstream product line, including aircraft systems, maintenance programs, and customer support resources across multiple aircraft platforms. The successful candidate must be available for international travel to support Gulfstream customers as required. The role requires flexibility to address customer concerns and support operational needs during weekends and holidays as necessary.

Requirements

Bachelor's Degree in Management, Aviation Maintenance, or Engineering Tech required or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
10 years of related aircraft maintenance or operations experience.
3 years maintenance or operations experience with specific Gulfstream aircraft model (i.e. GV/G550/G450, GIV, GII/GIII, G100, G200).
Supervisory or Management experience required.
Thorough knowledge of aircraft systems, troubleshooting, technical manuals systems, and aircraft maintenance records system.
Experience in project management and team performance.
Ability to read, write, speak, and understand the English language.

Nice To Haves

A&P (FAA Airframe and Powerplant) license preferred.
Understanding of PC and Mainframe computer applications including the use of standard computer word processing programs (i.e. Microsoft Office) and appropriate typing skills a plus.

Responsibilities

Acts as the primary representative for customer interactions when managing complex support events and aspects related to Gulfstream model aircraft maintenance, operations, and programs affecting customer operations.
Recovers relationships between Gulfstream and customer via complex problem resolution.
Develops and maintains effective controls for budgets, manpower usage, schedules, procedures, and policies to achieve maximum utilization of all resources during support events.
Helps to resolve customer support issues under the guidance of VP of Field Services, Director of Technical Support, and Regional Directors.
Travels to Gulfstream/ AWRF facilities or to remote locations as the project manager to coordinate support for complex support events.
Coordinates with Gulfstream/ AWRF facilities or to remote locations as the project manager to coordinate support for complex Managed Programs and/or Reliability Enhancement events.
Provides tactical oversight of escalated customer issues to include coordination of complex maintenance projects and service center events and the elements used to resolve them, such as, TechOps, engineering, part sales, FAST, and SC resources.
Identifies, develops, and implements programs that help prevent future aircraft downtime that will meet Customer Support business priorities.
Resolves customer issues as related to Gulfstream fleet aircraft maintenance, operations, and programs.
Provides coordination and communication with Customer Support and Production areas including TechOps, FlightOps, Maintainability, Material Services (Spares & GSE), Publications, RSM, Service Center, Reliability, Technical Training (Gulfstream, Customer & FSI) and Warranty Administration.
Leads or participates as a member of a team in special teams, special fleet campaigns, regional calls, regional activities, customer visits, routine scheduled customer calls, CAB, clinics, and other customer centric forums.
Acts as a Regional Customer Support Manager responsible for resolving customer issues as related to Gulfstream fleet aircraft maintenance, operations, and programs.
Administers Customer Sat and/or advocates warranty coverage for escalated customer events.
Provides written & verbal responses to all levels of customer organization, as well as, written & verbal updates to Gulfstream organization.
Provides remote Technical Operations support when not supporting complex AOG events.
Authors, maintains, and edits Customer Technical Manager Standard Operation Procedures (SOPs) to reflect Job responsibilities, accuracy, and improvements based on lessons learned.
Performs other duties as assigned.