Field Service Representative -Texas

Gulfstream•Savannah, GA

1d•Remote

About The Position

The Field Service Representative (FSR) is the customer's regional contact for obtaining technical guidance from 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 it beyond that region. This is a telework position requiring frequent travel, stated as up to 75%. The position is on the first shift.

Requirements

Bachelor's degree in aviation maintenance or a related curriculum, or an equivalent combination of education and experience sufficient to perform the 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.
Ability to use and apply technical data, including manuals, drawings, and schematics.
Alternatively, an FAA Airframe and Powerplant (A&P) license and four years of related aircraft experience, in addition to five years of combined experience, in one or more of the listed areas may offset the bachelor's degree requirement. Listed experience areas include GAC FSR, GAC EIS Representative, TechOps Specialist, or technician maintaining or repairing Gulfstream aircraft, including scheduled or unscheduled maintenance, AOG support, logistics, and routine servicing.

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 Aircraft On Ground (AOG) and non-AOG situations.
During AOG events, assess local operators' technical abilities to support transient Gulfstream aircraft and coordinate assistance 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) to support a smooth transition of Entry Into Service (EIS) deliveries, including COR briefings and resolution of issues and discrepancies associated with new aircraft operations.
Act as a technical liaison between Gulfstream and customers, clearly communicating aircraft support status and escalating sensitive technical issues or complaints to Gulfstream management.
Meet face to face with regional operators regarding technical issues and support events.
Organize and manage logistics, resources, and vendors to obtain support and resolve problems across Gulfstream product lines, anywhere in the world and at any time.
Guide customers on complex technical tasks and the proper installation, service, repair, replacement, modification, and maintenance of equipment and systems associated with company products.
Gather and communicate technical data, including service fleet status squawks and troubleshooting details, operational difficulties and recommended changes, maintenance and operational problems, and information needed for correction and resolution.
Submit Abnormal Situation Reports 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 the responsibilities of a Senior Field Service Representative.
Provide the Operations Manager with timely, accurate reports about significant issues, events, and changes affecting customers in the assigned area.
Recommend authoring, maintaining, and editing Field Service Department Standard Operating Procedures to reflect job responsibilities, improve accuracy, and incorporate lessons learned.
Perform other duties as assigned.