Piper Aircraft | Pilot

Aircraft Tech Support Representative

Department: Warranty

Position Type: Full Time

Position Summary

The Aircraft Tech Support Representative is responsible for providing rapid technical and operational assistance to retail customers, dealers, and service centers. This role ensures high-level support for aircraft maintenance and performance inquiries.

Essential Job Functions

• Respond to technical inquiries from dealers and contracted service centers regarding field operations.
• Recommend service procedures, factory-authorized repairs, and specialized troubleshooting techniques.
• Maintain liaison with project and design engineering groups to ensure aircraft maintainability, reliability, and safety.
• Review service manuals, parts catalogs, and service publications, submitting Publication Change Orders (PWO) as necessary.
• Identify and report product conditions requiring refinement.
• Assist in the development and sign-off of service bulletins and service letters.
• Coordinate and perform "fit and function" installations and testing of service kits and replacement components.
• Provide technical and legal expertise to support investigation and defense during litigation.
• Support accident investigators during technical investigations.
• Collaborate with Warranty staff to resolve field customer issues and assist in scheduling aircraft maintenance.
• Advise retail customers on aircraft features and equipment operation.
• Represent the company at trade shows and special events to promote products and provide technical insight.
• Document all verbal and written communications within the company CRM.
• Maintain accurate owner files through direct customer communication.
• Serve as a primary on-call member for the 24/7 after-hours emergency response team.
• Complete special projects and other related duties as assigned.

Education and Experience Requirements

• Bachelor's degree or an equivalent combination of education and experience.
• Three to five years of aviation maintenance experience.
• Thorough knowledge of the product line and departmental activities.
• Proficiency in Windows-based computer programs.
• Airframe and Powerplant Mechanic License (preferred).
• Pilot's license (preferred).

Benefits Overview

Core Health Benefits: Medical, Dental, and Vision coverage.

Company-Provided Benefits: Basic Life Insurance, Accidental Death & Dismemberment (AD&D), Short-Term Disability (STD), Long-Term Disability (LTD), and an Employee Assistance Program (EAP).

Voluntary Benefits: Flexible Spending Accounts (FSA & DCA), Supplemental Life Insurance, Long-Term Disability (LTD Buy-Up), Accident Plan, Critical Illness insurance, Universal Life Policy, Hospital StayPay, and a Preferred Legal Plan.

Time Off: 16 days of Paid Time Off (PTO) and 11 paid holidays.