Model Manager Customer Support

Gulfstream•Savannah, GA

12d•Onsite

About The Position

The Model Manager Customer Support acts as the model-specific Customer Support representative, influencing engineering projects and programs to ensure customer satisfaction. This role oversees Customer Support requirements, responsibilities, and performance for assigned aircraft models. It involves 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 promoting and supporting the sharing of critical information across Technical Operations, Production Engineering, Service Engineering, Suppliers, Program Management, and Organizational Management to ensure awareness of issues impacting customer satisfaction. The Model Manager will participate in and support the Reliability Improvement Board (RIB), providing input on manufacturing decisions. They will also present specific aircraft model status and relevant issues at weekly Customer Support Entry into Services (EIS) meetings. The role involves developing an integrated plan with key milestones for the assigned aircraft model, identifying critical tasks and completion times, and maintaining program and organization management awareness of milestone issues. Additionally, the Model Manager assists in coordinating resources (information, manpower, tools, equipment) for Customer Support areas to achieve overall customer satisfaction. They interface with Service Centers and Flight Test to gather and track reliability issues, trending deficiencies for each aircraft model. A key responsibility is reviewing engineering plans and workflows before final design approval to ensure aircraft and subsystems are maintainable and accessible to customers. The position requires thorough knowledge of aircraft systems, troubleshooting, technical manuals, and aircraft maintenance records systems. Experience in project management and team performance is necessary. Proficiency in PC and Mainframe computer applications, including Microsoft Office, is a plus. The role requires the ability to read, write, speak, and understand English.

Requirements

Bachelor's Degree in Management, Aviation Maintenance, or Engineering Tech required or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
10 years of related aircraft maintenance and operations experience.
3 years maintenance and operations experience with specific Gulfstream aircraft model (i.e. GV/G550/G450, GIV, GII/GIII, G100, G200.
Supervisory or management experience required.
Technically astute on current Gulfstream production fleets.
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

A&P (FAA Airframe and Powerplant) license preferred.
Knowledge of aircraft interior systems (cabin seating, cabinetry, monuments, flooring, soft goods, IFE, lighting)

Responsibilities

Acts as the model specific Customer Support representative to positively influence engineering projects and programs that will ensure customer satisfaction.
Oversees the specific Customer Support requirements, responsibilities, and performance as related to assigned aircraft model.
Provides coordination and communication with Customer Support areas, Technical Operations, Service Center, Maintainability, Material Services (Spares & GSE), Publications, Reliability, Technical Training (Gulfstream, Customer & FSI) and Warranty Administration.
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.
Perform other duties as assigned.
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 your 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.