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
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Respond to technical inquiries from dealers and contracted service centers regarding field operations.
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Recommend service procedures, factory-authorized repairs, and specialized troubleshooting techniques.
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Maintain liaison with project and design engineering groups to ensure aircraft 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 sign-off of service bulletins and service letters.
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Coordinate and perform "fit and function" installations and testing of service kits and replacement components.
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Provide technical and legal expertise to support investigation and defense during litigation.
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Support accident investigators during technical investigations.
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Collaborate with Warranty staff to resolve field customer issues and assist in scheduling aircraft maintenance.
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Advise retail customers on aircraft features and equipment operation.
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Represent the company at trade shows and special events to promote products and provide technical insight.
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Document all verbal and written communications within the company CRM.
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Maintain accurate owner files through direct customer communication.
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Serve as a primary on-call member for the 24/7 after-hours emergency response team.
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Complete special projects and other related duties as assigned.
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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Thorough knowledge of the product line and departmental activities.
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Proficiency in Windows-based computer programs.
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Airframe and Powerplant Mechanic License (preferred).
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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.