Field Service Representative - Italy

Gulfstream•Savannah, GA

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 role provides in-person and remote support for Gulfstream aircraft in the region and coordinates people, vendors, resources, and logistics to resolve aircraft support events.

Requirements

Ability to legally reside and work in Italy and/or European Union countries without visa sponsorship.
Ability to speak English.
EASA B1/B2 license or FAA Airframe and Powerplant (A&P) license required.
Experience with Gulfstream aircraft and multiple Gulfstream aircraft types required.
Bachelor's degree in aviation maintenance or a related curriculum, or an equivalent combination of education and experience sufficient to perform the essential job functions.
Five years of combined experience.
An A&P license and four years of related aircraft experience in qualifying areas may offset the bachelor's degree requirement. Qualifying areas include Gulfstream FSR, Gulfstream EIS Representative, TechOps Specialist, or technician experience maintaining or repairing one or more 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

Italian and additional languages.
FAA Airframe and Powerplant (A&P) license.
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 issues.
Assess local operators' technical capabilities during AOG events 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 (COR) to support a smooth transition of Entry Into Service (EIS) deliveries, including COR briefings and resolution of issues and discrepancies related to new aircraft operations.
Serve as a technical liaison between Gulfstream and customers, maintaining clear communication about aircraft support status and escalating sensitive technical issues or complaints to Gulfstream management.
Interact face to face with regional operators regarding technical issues and support events.
Organize and manage logistics, resources, and vendors to provide problem-resolution support for all Gulfstream product lines worldwide, at any time.
Guide customers on complex technical tasks and the installation, servicing, repair, replacement, modification, and maintenance of equipment and systems associated with Gulfstream products.
Gather and communicate technical data, including Service Fleet Status squawks and troubleshooting details, operational difficulties and recommended changes, significant incident and operational-event information, and maintenance or operational problems requiring correction.
Submit Abnormal Situation Reports (ASRs) when scheduled passenger trips are affected by significant incidents, accidents, or operational events.
Coordinate non-technical requests and escalations with Account Managers or the responsible business units.
Develop the skills and experience associated with the responsibilities of a Senior Field Service Representative.
Provide the Operations Manager with timely, accurate reports on significant issues, events, and changes affecting assigned-area customers.
Recommend authoring, maintaining, and editing Field Service Departmental Standard Operating Procedures to reflect responsibilities, improve accuracy, and incorporate lessons learned.
Perform other duties as assigned.