Field Service Representative - Michigan

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 Michigan, though management may extend the region. This is a telework position requiring up to 75% travel. Frequent travel and a valid passport are required. The FSR provides in-person, phone, and email support for customer Aircraft On Ground (AOG) and non-AOG needs; coordinates technical support among Gulfstream teams, vendors, and customers; and serves as a technical liaison between Gulfstream and operators. The role also supports new-aircraft operational readiness, guides customers through complex maintenance and technical tasks, gathers and communicates technical data, escalates issues, and reports significant regional events 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.
Use and apply technical data, including manuals, drawings, and schematics.
Alternatively, an FAA A&P license and four years of related aircraft experience, in addition to five years of combined 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.

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 customer Aircraft On Ground (AOG) and non-AOG technical support in person, by phone, or by email.
Assess local operators' technical abilities 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 EIS delivery briefings and resolve issues and discrepancies associated with new aircraft operations.
Maintain clear communications with customers about aircraft support status and escalate sensitive technical issues or complaints to Gulfstream management.
Provide regional customer support and organize and manage logistics, resources, and vendors to repair aircraft worldwide, at any time.
Guide customers on complex technical tasks and the installation, service, repair, replacement, modification, and maintenance of equipment and systems associated with company products.
Gather and communicate technical data, including fleet-status squawks, troubleshooting details, operational difficulties, recommended procedural or system changes, Abnormal Situation Reports (ASRs), and maintenance or operational problems.
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 customer issues, events, and changes in the assigned area.
Recommend authoring, maintaining, and editing Field Service Department SOPs to reflect responsibilities, accuracy, and lessons learned.
Perform other duties as assigned.