Field Service Representative -Texas

Gulfstream • Dallas, TX

10d • Remote

About The Position

The Field Service Representative (FSR) serves as the customer’s regional contact for technical guidance through Gulfstream’s Customer Support network. Working with minimal supervision, the FSR facilitates comprehensive, professional, and timely solutions to customers’ technical issues and needs. The primary area of responsibility is Texas, though management may extend the territory beyond that region. This is a telework position requiring up to 75% travel.

The FSR primarily provides in-person, phone, and email support for customer Aircraft on Ground (AOG) and non-AOG situations. The role coordinates technical support, resources, logistics, and vendors to resolve aircraft issues, and maintains clear communications between Gulfstream and customers. It also supports new aircraft entry-into-service transitions, gathers and communicates technical information, escalates customer concerns, and reports significant regional events and issues to the Operations Manager.

Requirements

• Bachelor’s degree in aviation maintenance or a related curriculum, or an equivalent combination of education and experience sufficient to perform the job’s essential functions.
• Five years of combined experience.
• Ability to travel frequently; the position requires up to 75% travel.
• Valid passport.
• Ability to read, write, speak, and understand English.
• An FAA Airframe and Powerplant (A&P) license and four years of related aircraft experience may offset the bachelor’s degree when combined with five years of experience in the specified areas, including GAC FSR, GAC EIS Representative, TechOps Specialist, or technician work maintaining or repairing Gulfstream aircraft, including scheduled or unscheduled maintenance, AOG, logistics, and routine servicing.
• Ability to use and apply technical data, including manuals, drawings, and schematics.

Nice To Haves

• FAA Airframe and Powerplant (A&P) license.
• Prior customer support experience.
• Experience with multiple Gulfstream large-cabin and mid-cabin aircraft.
• Formal maintenance training on all in-production Gulfstream aircraft models.
• Experience maintaining and diagnosing integrated digital avionics and electrical systems.

Responsibilities

• Provide in-person, phone, and email technical support for customer AOG and non-AOG situations.
• Assess local operators’ technical capabilities during AOG events and coordinate support among TechOps, FAST, vendor representatives, and customers.
• Apply knowledge of local customs and traditions to help resolve technical support events.
• Work with Customer Operational Readiness (COR) on entry-into-service deliveries, including supporting briefings and addressing issues and discrepancies related to new aircraft operations.
• Serve as a technical liaison between Gulfstream and customers, communicating aircraft support status during events.
• Escalate sensitive customer technical issues and complaints to Gulfstream management and help facilitate resolutions.
• Interact face-to-face with operators regarding regional technical issues and support events.
• Organize and manage logistics, resources, and vendors to resolve problems across Gulfstream product lines, including aircraft repairs anywhere in the world and at any time.
• Guide customers on complex technical tasks and the installation, servicing, repair, replacement, modification, and maintenance of equipment and systems associated with company products.
• Gather and communicate technical data, including fleet-status squawks, troubleshooting actions, operational difficulties, recommended procedural or system changes, and maintenance or operational problems.
• Submit Abnormal Situation Reports (ASRs) when significant incidents, accidents, or operational events affect scheduled passenger trips.
• Coordinate non-technical requests and escalations with Account Managers or responsible business units.
• Develop skills and experience associated with Senior Field Service Representative responsibilities.
• Provide the Operations Manager with timely, accurate reports about significant issues, events, and customer changes in the assigned area.
• Recommend authoring, maintaining, and editing Field Service Department Standard Operating Procedures based on job responsibilities, accuracy, improvements, and lessons learned.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level