Aircraft Technical Support Representative - Full Time
Department: All Openings, Warranty
Piper Aircraft is seeking a dedicated Aircraft Technical Support Representative to provide comprehensive technical and operational assistance to retail customers, authorized dealers, and service centers. This critical full-time position ensures the seamless operation and ongoing support of Piper Aircraft products.
Key Responsibilities:
- Respond promptly to technical inquiries from dealers and contracted service centers, offering expert guidance on servicing procedures, factory-authorized repairs, and troubleshooting techniques.
- Maintain consistent communication with project, design, and engineering teams to ensure product maintainability, reliability, acceptability, and safety.
- Regularly review and update service manuals, parts catalogs, and other service publications, submitting Publication Change Orders as needed.
- Identify and report any product conditions that necessitate Product Refinement follow-up.
- Contribute to the development and approval of service bulletins and service letters.
- Develop and coordinate the installation and testing of service kits and replacement components to validate their effectiveness.
- Provide technical expertise and support to the Manager, Global Customer Support for field-related inquiries.
- Offer legal and technical insights to aid in the investigation and defense of litigation.
- Assist accident investigators in the comprehensive investigation of aviation incidents.
- Collaborate with the Warranty department to resolve field customer issues effectively.
- Support the scheduling of aircraft maintenance activities at authorized dealer and service center locations.
- Advise retail customers on aircraft features and equipment operation.
- Represent Piper Aircraft at trade shows and special events, promoting company aircraft and technical services.
- Meticulously record all verbal and written communications within the company's CRM system.
- Maintain up-to-date customer and owner records through direct communication.
- Undertake special projects as assigned.
- Participate in the 24/7 after-hours emergency response team as an on-call Technical Support representative.
- Perform other related duties as required.
Qualifications:
- Bachelor's degree or an equivalent combination of education and relevant experience.
- Airframe and Powerplant (A&P) Mechanic License is preferred.
- Pilot's license is preferred.
- A minimum of three to five years of experience in aviation maintenance.
- In-depth knowledge of Piper Aircraft product lines and departmental operations.
- Proficiency in Windows-based computer applications is essential.
Benefits and Perks:
Piper Aircraft Health Plan:
- Core Health Benefits: Medical, Dental, Vision
- Piper Provided Benefits (Basic): Basic Life Insurance, Accidental Death & Dismemberment, Short-Term Disability (STD), Long-Term Disability (LTD), 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 Stay Pay, Preferred Legal Plan
Piper Aircraft Time Off:
- 16 days of Paid Time Off (PTO)
- 11 Paid Holidays