Model Manager Customer Support

Gulfstream•Savannah, GA

13d•Onsite

About The Position

The Model Manager Customer Support in GAC Savannah is responsible for acting as the model-specific Customer Support representative to positively influence engineering projects and programs that will ensure customer satisfaction. This role oversees the specific Customer Support requirements, responsibilities, and performance as related to assigned aircraft model. The Model Manager provides coordination and communication with various Customer Support areas, including Technical Operations, Service Center, Maintainability, Material Services (Spares & GSE), Publications, Reliability, Technical Training (Gulfstream, Customer & FSI), and Warranty Administration. The position requires a strong understanding of Gulfstream organizations and processes, excellent communication skills, and the ability to translate technical requirements into sustainable programs. The company emphasizes inspiring and empowering individuals, fostering a culture of trust, respect, and integrity, and investing in employees for their success and the company's mission.

Requirements

Knowledge of aircraft interior systems (cabin seating, cabinetry, monuments, flooring, soft goods, IFE, lighting)
Technically astute on current Gulfstream production fleets and knowledgeable in Mechanical Systems, Avionics/Electrical Systems, and Structures for these aircraft.
Experienced in using/interpreting aircraft manuals & documents such as AMM, IPC, SGERs, GERs, MMEL, AFM, drawings, etc.
Strong understanding of at least one of these Gulfstream organizations and the processes within it: Customer Support, Production, or Completions.
Focused, resourceful, dependable, results-oriented individual who works well in both self-directed and team environments.
Strong oral, written, & presentation skills to regularly communicate and collaborate with: Gulfstream Leadership & Senior Management teams, functional department management & staff, Engineering (internal and vendor), and customers.
Communicates identified issues as well as mitigating factors internally and externally.
Proficient at taking highly technical requirements and turning them into sustainable programs and processes with proven track record in both strategic planning, deployment, and execution.
Thorough knowledge of aircraft systems, troubleshooting, technical manuals systems, and aircraft maintenance records system.
Experience in project management and team performance.
Understanding of PC and Mainframe computer applications including the use of standard computer word processing programs (i.e. Microsoft Office) and appropriate typing skills a plus.
Must be able to read, write, speak, and understand the English language.

Nice To Haves

Advocate the Gulfstream Customer Support effort to collaborate more closely with our counterparts in Production and Completions to improve the overall new customer experience
A&P (FAA Airframe and Powerplant) license preferred.

Responsibilities

Promote and support the sharing of critical information within Technical Operations, Production Engineering, Service Engineering, Suppliers, Program Management and Organizational Management to ensure that all parties are aware of issues that potentially have, or have already had customer impact or customer satisfaction consequences in order to begin the process of making improvements.
Participate and Support the Reliability Improvement Board (RIB). The Model Manager will have input on manufacturing decisions via this team.
Provide specific aircraft model status and relevant issues at weekly Customer Support Entry into Services (EIS) meeting.
Develop an integrated Plan and key Milestones relevant to assigned aircraft model. Identify critical tasks and times to complete. Maintain program and organization management awareness and focus on milestone issues and concerns.
Assists in coordination to obtain required resources (information, manpower, tools, equipment, etc.) for the various Customer Support areas in order to achieve overall customer satisfaction.
Interface with Service Centers and Flight Test for gathering and tracking reliability issues to trend reliability deficiencies with each aircraft model.
Reviews engineering plans and workflows prior to final design approval, to ensure aircraft and sub systems are maintainable and accessible to our customers.
Monitor & measure AOG Support Events for systemic fleet issues with a significant impact to the availability and reliability of recently delivered aircraft.
Accomplish ad hoc data research via POwer BI for Corridor, SFSR, DR:DI, & CMP that identifies fleet issues.
Interact closely with the Quality Clinics, engineering, TechOps, Field Service, and Procurement for short and long term mitigating fleet actions.
Provide Customer Support emphasis and assist with existing processes that identify long term resolutions.
Advocate near term mitigations/improvements to increase availability and reliability in: Reliability Improvement Board (RIB), Customer Support Quality Clinic (CSQC), Green Aircraft Failures Corrective Action Review Board (CARB), Product Change Management Team (PCMT), Customer Bulletin Management Team (CBMT), Completions Aircraft Delivery Debrief (CADD).
Leverage technical experience to affect changes to: technical and operational data, CMP Diagnostics troubleshooting, maintenance and/or operational procedures, maintenance program changes, etc. to alleviate or eliminate the customer from experiencing the effect of these issues while permanent resolutions are implemented.
Perform other duties as assigned.