Customer Technical Manager

Education and Experience Requirements

Bachelor's Degree in Management, Aviation Maintenance, or Engineering Tech required or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. 10 years of related aircraft maintenance or operations experience. 3 years maintenance or operations experience with specific Gulfstream aircraft model (i.e. GV/G550/G450, GIV, GII/GIII, G100, G200. Supervisory or Management experience required. A&P (FAA Airframe and Powerplant) license preferred.

Position Purpose:

The 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. Recovering relationships between Gulfstream and customer via complex problem resolution. Customer Technical Managers develop and maintain effective controls for budgets, manpower usage, schedules, procedures, and policies to achieve maximum utilization of all resources during support events.

Job Description

Principle Duties and Responsibilities:

Essential Functions:

1. Under the guidance of VP of Field Services, Director of Technical Support, and Regional Directors, helps to resolve customer support issues.
2. Travel to Gulfstream/ AWRF facilities or to remote locations as the project manager to coordinate support for complex support events.
3. Coordinate with Gulfstream/ AWRF facilities or to remote locations as the project manager to coordinate support for complex Managed Programs and/or Reliability Enhancement events.
4. Tactical oversight of escalated customer issues to include coordination of complex maintenance projects and service center events and the elements used to resolve them, such as, TechOps, engineering, part sales, FAST, and SC resources.
5. Identify, develop, and implement programs that help prevent future aircraft downtime that will meet Customer Support business priorities.
6. Responsible for resolving customer issues as related to Gulfstream fleet aircraft maintenance, operations, and programs.
7. Provides coordination and communication with the following Customer Support and Production areas: TechOps, FlightOps, Maintainability, Material Services (Spares & GSE), Publications, RSM, Service Center, Reliability, Technical Training (Gulfstream, Customer & FSI) and Warranty Administration, etc.
8. Lead or participate as member of a team in special teams, special fleet campaigns, regional calls, regional activities, customer visits, routine scheduled customer calls, CAB, clinics, and other customer centric forums.
9. Acts as a Regional Customer Support Manager responsible for resolving customer issues as related to Gulfstream fleet aircraft maintenance, operations, and programs.
10. Administering Customer Sat and/or advocating warranty coverage for escalated customer events.
11. Provide written & verbal responses to all levels of customer organization, as well as, written & verbal updates to Gulfstream organization.
12. Provide remote Technical Operations support to when not supporting complex AOG events.
13. Responsible for authoring, maintaining, and editing Customer Technical Manager Standard Operation Procedures (SOPs) to reflect Job responsibilities, accuracy, and improvements based on lessons learned.

Perform other duties as assigned.

Other Requirements:

1. Must have thorough knowledge of aircraft systems, troubleshooting, technical manuals systems, and aircraft maintenance records system.
2. Experience in project management and team performance.
3. Understanding of PC and Mainframe computer applications including the use of standard computer word processing programs (i.e. Microsoft Office) and appropriate typing skills a plus.