Field Support Representative
Textron
Field Support Representative
Textron
Aerospace, defense, industrial products, financing
JOB SUMMARY\:
Provide technical advice and service assistance to customers and Authorized Service Facilities within assigned geographic regions of responsibility for all matters and situations regarding Textron Aviation products. Maintain customer goodwill by being the first line of support and primary point of contact for Textron Aviation customers and the customer’s personal advocate by addressing all issues concerning their aircraft. Candidates must reside in or be willing to relocate to Kansas, Nebraska, Oklahoma, Arkansas, Iowa, Missouri, or Colorado, as this position will be based in one of these locations.
JOB RESPONSIBILITIES\:
Identify field issues and document maintainability and/or reliability issues to product support personnel for product improvement consideration within the company
Accurately prepare appropriate documentation to inform applicable persons and management of fleet issues, including potential fleet and financial impact
Must be able to convey working systems knowledge on all models of Textron Aviation products and are encouraged to broaden working knowledge by attending maintenance training on a regular basis.
Research and respond to incoming phone calls, letters, emails, etc. from owners and operators requesting technical assistance. Liaise with Product Support personnel to obtain specific information when required.
Must be able to deal with ambiguity and handle issues covering a variety of situations.
Work with Authorized Service Facilities to uphold all applicable requirements and provide necessary training to meet our customers’ expectations.
Address questions regarding Warranty, applicable Service Programs, and CAMP/CESCOM.
Maintains an overall understanding of the pulse of the aviation community for respective regions by; communicating with customers, sales, maintenance and marketing vendors within region of responsibility.
Actively participate in trade shows and technical events within assigned geographic regions.
Assist the aircraft sales organization and Textron service center organization with prospect and customer contacts, providing technical support as necessary.
Represent Textron Aviation and department at supplier meetings and operator conferences, preparing high quality verbal/visual aid presentations as required.
Develop strong relationships within regional customer base and be available 24/7
JOB SUMMARY\:
Provide technical advice and service assistance to customers and Authorized Service Facilities within assigned geographic regions of responsibility for all matters and situations regarding Textron Aviation products. Maintain customer goodwill by being the first line of support and primary point of contact for Textron Aviation customers and the customer’s personal advocate by addressing all issues concerning their aircraft. Candidates must reside in or be willing to relocate to Kansas, Nebraska, Oklahoma, Arkansas, Iowa, Missouri, or Colorado, as this position will be based in one of these locations.
JOB RESPONSIBILITIES\:
Identify field issues and document maintainability and/or reliability issues to product support personnel for product improvement consideration within the company
Accurately prepare appropriate documentation to inform applicable persons and management of fleet issues, including potential fleet and financial impact
Must be able to convey working systems knowledge on all models of Textron Aviation products and are encouraged to broaden working knowledge by attending maintenance training on a regular basis.
Research and respond to incoming phone calls, letters, emails, etc. from owners and operators requesting technical assistance. Liaise with Product Support personnel to obtain specific information when required.
Must be able to deal with ambiguity and handle issues covering a variety of situations.
Work with Authorized Service Facilities to uphold all applicable requirements and provide necessary training to meet our customers’ expectations.
Address questions regarding Warranty, applicable Service Programs, and CAMP/CESCOM.
Maintains an overall understanding of the pulse of the aviation community for respective regions by; communicating with customers, sales, maintenance and marketing vendors within region of responsibility.
Actively participate in trade shows and technical events within assigned geographic regions.
Assist the aircraft sales organization and Textron service center organization with prospect and customer contacts, providing technical support as necessary.
Represent Textron Aviation and department at supplier meetings and operator conferences, preparing high quality verbal/visual aid presentations as required.
Develop strong relationships within regional customer base and be available 24/7
EDUCATION/ EXPERIENCE\:
Required\:
Bachelor’s degree required, or in lieu of degree one of these two\:
3 years of relative aircraft maintenance experience + A&P license required.
3 years of relative aircraft maintenance experience + 2 year technical degree required
Minimum 5 years of aircraft structural repair, customer support, or relative aircraft maintenance experience required
Preferred\:
Prior Customer Service, Service Center, or Field Service experience
A&P certificate or equivalent
Pilot's license
QUALIFICATIONS\:
Strong organizational abilities, including follow up to multiple issues with multiple resources
Computer Skills
Valid Driver’s License
Must be able to travel worldwide, sometimes on short notice.
Self-motivated, disciplined, and able to meet department objectives
Able to recommend support equipment requirements and spares inventory levels for fixed based maintenance operators.
Textron Aviation Inc. must comply with U.S. export control laws and regulations. If a position requires access to sensitive information controlled under these laws and regulations, a successful applicant must be eligible to meet any requirements to access controlled information.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
EDUCATION/ EXPERIENCE\:
Required\:
Bachelor’s degree required, or in lieu of degree one of these two\:
3 years of relative aircraft maintenance experience + A&P license required.
3 years of relative aircraft maintenance experience + 2 year technical degree required
Minimum 5 years of aircraft structural repair, customer support, or relative aircraft maintenance experience required
Preferred\:
Prior Customer Service, Service Center, or Field Service experience
A&P certificate or equivalent
Pilot's license
QUALIFICATIONS\:
Strong organizational abilities, including follow up to multiple issues with multiple resources
Computer Skills
Valid Driver’s License
Must be able to travel worldwide, sometimes on short notice.
Self-motivated, disciplined, and able to meet department objectives
Able to recommend support equipment requirements and spares inventory levels for fixed based maintenance operators.
Textron Aviation Inc. must comply with U.S. export control laws and regulations. If a position requires access to sensitive information controlled under these laws and regulations, a successful applicant must be eligible to meet any requirements to access controlled information.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Textron is a diversified industrial group spanning aerospace, defense, industrial manufacturing, and financial services. Its segments include Textron Aviation (Beechcraft, Cessna, Hawker aircraft), Bell helicopters, Textron Systems (unmanned systems and other defense products), and Industrial (components for automotive and aerospace industries), with financing available for buyers of its aircraft and helicopters. Revenue comes from selling aircraft, defense and industrial products, plus aftermarket services like maintenance, repair, overhaul and training. The company differentiates itself through an integrated global network that delivers end-to-end solutions—from design and manufacture to maintenance and financing—for governments, corporations, and individuals, with the goal of keeping air, land, and sea assets ready and capable worldwide.
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