Field Service Representative (FSR)

KBR, Inc.•Norfolk, VA

2d•Onsite

About The Position

KBR is seeking a technically proficient and customer-focused Field Service Representative (FSR) – HawkeyeFlight Planeside Software to join our team supporting a U.S. Navy program. This role will serve as the primary front-line representative supporting fleet aviation maintenance personnel, squadron users, and sustainment organizations. This position is responsible for troubleshooting software and system issues, supporting maintenance operations, facilitating user training, coordinating corrective actions, and serving as the liaison between fleet users and the program's engineering and sustainment teams. The successful candidate will play a critical role in ensuring system availability, user proficiency, and mission readiness across supported aviation maintenance organizations. This is a full-time position.

Requirements

Associate's degree in Information Technology, Computer Science, Engineering Technology, Aviation Maintenance, or a related field, or equivalent military/industry experience.
Minimum of 3–5 years of experience supporting software applications, maintenance systems, or Department of War programs.
Experience troubleshooting software and IT-related issues in an operational environment.
Able to diagnose system, network, user-access, and application performance issues.
Strong customer service and communication skills.
Experience creating and delivering end-user training.
Able to document technical issues and communicate effectively with engineering teams and end users.
Proficient with Microsoft Office applications.
Able to obtain and maintain a Secret security clearance.

Nice To Haves

Prior experience supporting U.S. Navy aviation maintenance or logistics organizations.
Experience with HawkeyeFlight Planeside, maintenance management systems, or aviation logistics systems.
Familiarity with PEMA processes and software sustainment activities.
Experience supporting naval aviation operations at fleet concentration sites.
Knowledge of software configuration management and defect-tracking processes.
Active Secret Security Clearance.

Responsibilities

Provide on-site technical support for the HawkeyeFlight Planeside software application and related system components.
Troubleshoot software, hardware, network connectivity, and user-interface issues impacting operational availability.
Analyze, isolate, and document system discrepancies and assist engineering teams in identifying root causes.
Validate software functionality following updates, patches, and configuration changes.
Monitor system performance and identify recurring issues requiring corrective action.
Support PEMA activities related to software sustainment, configuration management, issue tracking, and fleet problem resolution.
Collect and document fleet-reported deficiencies, enhancement requests, and operational impacts.
Assist with testing and verification of software updates, bug fixes, and maintenance releases.
Coordinate with software development, cybersecurity, logistics, and engineering personnel to resolve reported issues.
Support technical review meetings and provide status updates on fleet support activities.
Serve as the primary customer interface for NAS Norfolk users and supported aviation maintenance organizations.
Develop strong working relationships with squadron personnel, maintenance managers, and government program representatives.
Provide timely responses to user inquiries and technical assistance requests.
Maintain detailed records of support activities, issue resolution efforts, and customer interactions.
Conduct user training and software familiarization sessions for aviation maintenance personnel.
Develop training materials, quick reference guides, and troubleshooting aids.
Assist new users in understanding system capabilities, workflows, and best practices.
Support operational demonstrations and program briefings as required.
Generate service reports, support summaries, and deficiency reports following support activities.
Track system issues, corrective actions, and closure status in approved reporting systems.
Provide recommendations to improve software usability, reliability, maintainability, and fleet support effectiveness.
Support data collection and metrics reporting for program management and customer stakeholders.