Field Support Representative (m/f/d)

Bell; Düsseldorf; Vor Ort; EUR 50.000 - 80.000; Vollzeit

Zusammenfassung

An established industry player is seeking a dedicated technical support specialist to provide exceptional assistance to customers and service facilities. This role involves addressing technical inquiries, documenting issues, and fostering customer relationships within the aviation community. The ideal candidate will possess a strong background in aircraft maintenance and customer service, ensuring a seamless experience for clients. Join a dynamic team where your expertise will directly impact customer satisfaction and product improvement. If you're passionate about aviation and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifikationen

• Bachelor's degree or 3 years of aircraft maintenance experience with A&P/EASA license.
• Minimum 5 years of aircraft structural repair or customer support experience.

Aufgaben

• Provide technical advice and service assistance to customers regarding aviation products.
• Identify and document field issues for product improvement and customer support.

Kenntnisse

Customer Service

Aircraft Maintenance

Technical Support

Organizational Skills

Problem-Solving

Ausbildung

Bachelor's Degree

A&P/EASA License

Tools

Computer Skills

Jobbeschreibung

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.

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 customer's expectations.
• Address questions regarding Warranty, applicable Service Programs, and CAMP/CESCOM.
• Maintain an overall understanding of the pulse of the aviation community for respective region by communicating with customers, sales, maintenance, and marketing vendors within region of responsibility.
• Actively participate in trade shows and technical events within assigned geographic region.
• 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.

Minimum Requirements:

• Required: Bachelor’s degree required, or in lieu of degree one of these two: 3 years of relative aircraft maintenance experience + A&P/EASA license 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.
• 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.