Customer Technical Manager

Gulfstream; Savannah (GA); On-site; USD 120,000 - 170,000; Full time

Job summary

Gulfstream is seeking a Customer Technical Manager to act as the primary interface for customer interactions during complex support events across Gulfstream aircraft maintenance, operations, and programs affecting customer operations.

You will lead cross‑functional teams, coordinate with TechOps, engineering, and service centers, and drive downtime-prevention initiatives while ensuring clear communication across customer and production organizations.

Qualifications

• Bachelor's Degree in Management, Aviation Maintenance or Engineering Technology (or equivalent).
• 10 years of related aircraft maintenance or operations experience.
• 3 years maintenance or operations experience with specific Gulfstream aircraft model (e.g., GV/G550/G450, GIV, GII/GIII, G100, G200).
• Supervisory or Management experience required.
• A&P (FAA Airframe & Powerplant) license preferred.

Responsibilities

• Resolve customer support issues under guidance of senior leadership.
• Travel to Gulfstream/AWRF facilities or remote locations as project manager to coordinate support for complex events.
• Coordinate with Gulfstream/AWRF facilities for Managed Programs and Reliability Enhancement events.
• Tactical oversight of escalated customer issues, coordinating maintenance projects and service center events, including resources from TechOps, engineering, part sales, FAST, and SC.
• Identify, develop, and implement future‑downtime prevention programs aligned with business priorities.
• Provide coordination and communication across customer support and production areas such as TechOps, FlightOps, Maintainability, Material Services (Spares & GSE), Publications, RSM, Service Center, Reliability, Technical Training, Warranty Administration, etc.
• Lead or participate in special teams, fleet campaigns, regional calls, customer visits, scheduled calls, CAB, clinics, and other customer‑centric forums.
• Act as Regional Customer Support Manager to resolve maintenance, operations, and program issues.
• Administer Customer SAT and/or advocate warranty coverage for escalated events.
• Provide written & verbal responses to all customer organization levels and Gulfstream organization updates.
• Provide remote Technical Operations support when not handling complex AOG events.
• Author, maintain, and edit Customer Technical Manager Standard Operating Procedures.
• Perform other duties as assigned.

Skills

Aviation maintenance

Mechanical systems

Avionics & electrical

Aircraft structures

Project management

Communication

Education

Bachelor's degree

Tools

Databricks

SQL

Power BI

Job description

Job Summary

Customer Technical Manager acts as the primary representative for customer interactions when managing complex support events and aspects related to Gulfstream model aircraft maintenance, operations, and programs affecting customer operations.

Responsibilities

• Resolve customer support issues under guidance of senior leadership.
• Travel to Gulfstream/AWRF facilities or remote locations as project manager to coordinate support for complex events.
• Coordinate with Gulfstream/AWRF facilities for Managed Programs and Reliability Enhancement events.
• Tactical oversight of escalated customer issues, coordinating maintenance projects and service center events, including resources from TechOps, engineering, part sales, FAST, and SC.
• Identify, develop, and implement future‑downtime prevention programs aligned with business priorities.
• Provide coordination and communication across customer support and production areas such as TechOps, FlightOps, Maintainability, Material Services (Spares & GSE), Publications, RSM, Service Center, Reliability, Technical Training, Warranty Administration, etc.
• Lead or participate in special teams, fleet campaigns, regional calls, customer visits, scheduled calls, CAB, clinics, and other customer‑centric forums.
• Act as Regional Customer Support Manager to resolve maintenance, operations, and program issues.
• Administer Customer SAT and/or advocate warranty coverage for escalated events.
• Provide written & verbal responses to all customer organization levels and Gulfstream organization updates.
• Provide remote Technical Operations support when not handling complex AOG events.
• Author, maintain, and edit Customer Technical Manager Standard Operating Procedures.
• Perform other duties as assigned.

Qualifications

• Bachelor's Degree in Management, Aviation Maintenance or Engineering Technology (or equivalent).
• 10 years of related aircraft maintenance or operations experience.
• 3 years maintenance or operations experience with specific Gulfstream aircraft model (e.g., GV/G550/G450, GIV, GII/GIII, G100, G200).
• Supervisory or Management experience required.
• A&P (FAA Airframe & Powerplant) license preferred.

Competencies & Technical Proficiency

• Technical proficiency across Gulfstream production aircraft, with strong knowledge of mechanical, avionics/electrical systems, and aircraft structures.
• Diagnosis, analysis, and resolution of technical issues involving aircraft systems and structural components.
• Willingness to learn AHTMS data research tools such as Databricks, SQL, and Power BI for event‑based analysis and fleet‑wide issue investigation.
• Accurate interpretation of aircraft technical documentation (AMM, IPC, SGERs, GERs, MMEL, AFM, engineering drawings).
• Project management and team performance experience.
• Proficiency in PC and mainframe applications, Microsoft Office, typing skills.
• Read, write, speak, and understand English.

Other Requirements

• Full knowledge of aircraft systems, troubleshooting, technical manuals, and maintenance records.
• Ability to operate in a fast‑moving environment and coordinate cross‑functional teams.