Field Technical Representative (Business Aviation)

Requisition Number: BUSIN002231
Location: Remote (Rochester, New York area)
Job Category: Customer Service, Support

Position Summary

The Field Technical Representative acts as a primary point of contact for Falcon operators, delivering high-level technical assistance and fostering strong client relationships. The successful candidate will provide round-the-clock support to resolve aircraft discrepancies, performing both onsite and remote troubleshooting to ensure maximum customer satisfaction. This role involves proactive engagement with assigned customers through regular site visits and communication, ensuring all activities are documented in accordance with company policy.

Principal Duties and Responsibilities

Maintain clear communication and liaise with customers within the assigned region.
Provide technical assistance during and after business hours, including weekends.
Identify and recommend corrective actions for aircraft discrepancies.
Supply requested technical information and engineering dispositions.
Collaborate with internal specialists to deliver accurate, timely information to customers.
Provide onsite or remote Aircraft on Ground (AOG) support according to established protocols.
Offer informal training to customers and Authorized Service Centers.
Suggest improvements to enhance aircraft operation, reliability, and safety.
Record issues and activities promptly per company policy and adhere to the "No Pass On" technical support policy.
Complete surveys, expense reports, and incident reports in a timely manner.
Participate in Maintenance and Operation seminars and share technical information at company events.
Provide onsite support for incident and accident investigations.
Maintain technical proficiency through regular training sponsored by the manufacturer.
Assist with Command Center phone coverage as required.
Report documentation discrepancies and recommend improvements for company manuals.

Minimum Qualifications

Experience: Minimum of 5 years in business jet maintenance or in-depth avionics troubleshooting experience on Falcon EASy aircraft.
Certification: Valid FAA Airframe and Powerplant (A&P) Certificates or equivalent.
Education: Two years of college education or equivalent.
Technical Skills: Proficiency with MS Office Suite (Word, Excel, Outlook) and database management.
Communication: Excellent verbal and written communication skills.
Core Competencies: Strong customer service orientation, ability to operate independently or as part of a remote team, and flexibility to adapt personal schedules.
Requirements: Valid automobile driver's license and willingness to travel domestically and internationally.

Desired Qualifications

Pilot’s License
FAA Inspection Authorization
Additional Avionics experience
Teaching or Instructor experience

Compensation and Benefits

The annual salary for this position typically ranges between $100,000 and $125,000, depending on relevant experience, Falcon-specific expertise, education, certifications, and geographic location. This position is not eligible for overtime.

Comprehensive benefits package includes:

Medical, dental, vision, and prescription insurance (with HSA/FSA options).
401(k) plan with company match and profit sharing.
Paid vacation, sick leave, and parental leave.
16 total holidays (6 scheduled, 6 year-end shut-down, 4 floating).
Life insurance, disability benefits, and supplemental insurance.
Paid training and tuition assistance.
Fitness center/gym membership, employee perks, and legal plan.