Aircraft Technical Support Representative

Department: All Openings

Position Summary:

The Aircraft Technical Support Representative is responsible for providing rapid and comprehensive technical and operational assistance to retail customers, dealers, and service centers. This role ensures effective communication and resolution of technical inquiries related to company aircraft.

Essential Job Functions:

Assists dealers and contracted service centers by responding to technical questions from the field.
Recommends servicing procedures, factory authorized repairs, and specific troubleshooting techniques.
Maintains close liaison with appropriate project, design, and engineering teams responsible for aircraft development to ensure product maintainability, reliability, acceptability, and safety.
Regularly reviews service manuals, parts catalogs, and other service publications, submitting Publication Change Orders (PCO) as required.
Reports any product conditions requiring Product Refinement follow-up.
Assists in the development of service bulletins and service letters as required and signs off on publications.
Develops and coordinates initial "fit and function" installations and testing of service kits and replacement components to demonstrate solution effectiveness.
Supports the Manager, Global Customer Support in responding to technical questions from the field.
Provides legal and technical expertise and experience to assist in the investigation and defense of litigation.
Assists accident investigators in accident investigations.
Coordinates with Warranty staff to assist with field customer problems.
Assists in scheduling aircraft maintenance at dealers and contracted service centers.
Assists retail customers concerning aircraft features and equipment operation.
Represents the Company at trade shows and special events to promote Company aircraft and technical assistance.
Ensures all communications (verbal and written) are recorded properly in the Company's CRM.
Maintains constant updates to the Company's owner files while communicating directly with the customer.
Assists in special projects as necessary.
Assists in the 24/7 after-hours emergency response teams as a primary on-call Technical Support representative.
Performs other related duties as required.

Education and Experience:

A Bachelor's degree or equivalent combination of education and experience is required.
An Airframe and Powerplant (A&P) Mechanic License is preferred.
A Pilot's license is preferred.
Requires three to five years of aviation maintenance experience.
Thorough knowledge of the product line and departmental activities is necessary.
Proficiency in Windows-based computer programs is necessary to perform the duties of this position.

Benefits Overview:

The company offers a comprehensive benefits package to eligible employees.

Core Health Benefits: Medical, Dental, and Vision coverage.
Company Provided Benefits: Basic Life, 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 (LTD Buy-Up), Accident Plan, Critical Illness, Universal Life (Whole Life Policy), Hospital StayPay, and a Preferred Legal Plan.

Time Off:

16 days of Paid Time Off (PTO)
11 Holidays