Field Service Representative - California

Gulfstream • Los Angeles, CA

5d • 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 California, though management may extend the territory beyond that region. This is a telework position requiring frequent travel, stated as up to 75% in the posting.

The FSR provides technical support for Gulfstream aircraft, coordinates people and resources to resolve aircraft-on-ground (AOG) and non-AOG issues, and serves as a technical liaison between Gulfstream and customers. The role includes face-to-face customer interactions, support for new aircraft entry into service, technical guidance, collection and communication of technical information, and reporting significant issues to the Operations Manager. The position also involves developing the skills and experience associated with a Senior Field Service Representative.

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 of the job.
• Five years of combined experience.
• Ability to travel frequently; the posting specifies travel up to 75%.
• Valid passport.
• Ability to read, write, speak, and understand English.
• Ability to use and apply technical data such as 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.
• An A&P license and four years of related aircraft experience in qualifying areas may offset the bachelor’s degree requirement. Listed areas include Gulfstream FSR, Gulfstream EIS Representative, TechOps Specialist, or technician experience maintaining or repairing Gulfstream aircraft, including scheduled or unscheduled maintenance, AOG, logistics, and routine servicing.

Responsibilities

• Provide in-person, phone, and email technical support for customer aircraft-on-ground (AOG) and non-AOG needs.
• During AOG events, assess local operators’ technical capabilities and coordinate support among TechOps, FAST, vendor representatives, and customers.
• Use knowledge of local customs and traditions to help resolve technical support events.
• Work with Customer Operational Readiness to support entry-into-service deliveries, including briefings and resolution of issues and discrepancies related to new aircraft operations.
• Serve as a technical liaison between Gulfstream and customers, communicating aircraft support status clearly during events.
• Escalate sensitive customer technical issues and complaints to Gulfstream management and facilitate mutually beneficial resolutions.
• Meet face-to-face with operators regarding technical issues and regional support events.
• Organize and manage logistics, resources, and vendors to resolve problems across Gulfstream product lines, anywhere in the world and at any time.
• Guide customers on complex technical tasks and on the installation, service, repair, replacement, modification, and maintenance of equipment and systems related to company products.
• Gather and communicate technical data, including fleet-status squawks, troubleshooting details, operational difficulties, recommended procedural or system changes, and maintenance or operational problems.
• Submit Abnormal Situation Reports when scheduled passenger trips are affected by significant incidents, accidents, or operational events.
• Coordinate non-technical requests and escalations with Account Managers or responsible business units.
• Provide the Operations Manager with timely and accurate reports about significant customer issues, events, and changes in the assigned area.
• Recommend updates to Field Service Department Standard Operating Procedures to reflect responsibilities, improve accuracy, and incorporate lessons learned.
• Perform other duties as assigned.

Benefits

• Medical, prescription, dental, and vision coverage
• Life and disability insurance
• Retirement savings plan
• Employee assistance plan
• Voluntary programs including adoption assistance, prepaid legal assistance, home and auto insurance, and accident insurance
• Paid leave
• Tuition assistance
• Wellness programs

What This Job Offers

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