Aircraft Tech Support Representative
Department:
Warranty
Position Summary:
The Aircraft Tech Support Representative is responsible for providing rapid response to retail customers, dealers, and service centers regarding all aspects of technical and operational assistance.
Essential Job Functions
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Assist dealers and contracted service centers by providing technical guidance on field inquiries.
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Recommend servicing procedures, factory-authorized repairs, and specific troubleshooting techniques.
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Maintain liaison with project, design, and engineering teams to ensure product maintainability, reliability, and safety.
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Review service manuals, parts catalogs, and service publications, submitting Publication Change Orders (PWO) as necessary.
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Identify and report product conditions requiring refinement.
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Assist in the development and approval of service bulletins and letters.
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Develop and coordinate fit-and-function installations and testing of service kits and replacement components.
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Support the Manager of Global Customer Support in responding to technical field queries.
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Provide technical expertise for the investigation and defense of litigation and participate in accident investigations.
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Coordinate with Warranty staff to resolve field customer issues.
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Assist in scheduling aircraft maintenance at authorized service centers.
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Provide guidance to retail customers regarding aircraft features and equipment operation.
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Represent the company at trade shows and special events.
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Maintain accurate records of all verbal and written communications within the company CRM.
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Update owner files through direct customer interaction.
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Participate in the 24/7 after-hours emergency response team as a primary on-call contact.
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Perform additional special projects and duties as required.
Education and Experience Requirements
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Bachelor's degree or an equivalent combination of education and experience.
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Three to five years of aviation maintenance experience.
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Airframe and Powerplant (A&P) Mechanic License is preferred.
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Pilot’s license is preferred.
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Thorough knowledge of the product line and departmental activities.
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Proficiency in Windows-based computer programs.
Benefits Overview
Core Health Benefits:
Medical, Dental, and Vision coverage.
Company-Provided Benefits:
Basic Life Insurance, Accidental Death & Dismemberment, 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 Buy-Up, Accident Plan, Critical Illness insurance, Universal Life Policy, Hospital StayPay, and a Legal Plan.
Time Off:
16 days of Paid Time Off (PTO) and 11 paid holidays.