Senior Customer Support Service Specialist

Senior Customer Support Service Specialist

Boeing Global Services (BGS) is seeking a Senior Customer Support Service Specialist to support the F/A-18 program in Hazelwood, MO.

This role offers a unique opportunity to serve as a technical expert supporting F/A-18 Hornet/Super Hornet and EA-18G Growler aircraft globally. The customer support service specialist provides advanced engineering assistance to field service representatives, develops troubleshooting and repair solutions, and ensures compliance with customer, regulatory, and safety requirements. Acting as a subject matter expert across multiple aircraft systems, the position also involves managing key reporting tools, analyzing metrics, and delivering technical training and reference materials to both internal teams and customers.

Ideal candidates bring deep experience in military aircraft operations and maintenance, with extensive background as a Field Service Representative supporting defense systems. Strong collaboration skills and a comprehensive understanding of customer operations and fleet support are essential, along with the ability to coordinate complex on-site technical assistance and support production and modification activities. This role requires limited travel and contributes directly to sustaining mission-critical aircraft readiness.

Position Responsibilities:

• Provide engineering reach-back technical assistance to Boeing field service representatives located at customer sites worldwide supporting F/A-18 Hornet/Super Hornet and EA-18G Growler aircraft
• Serve as a Subject Matter Expert (SME) for the following F/A-18 systems:
  Airframe, Power Plant, Fuel, Hydraulic, Flight Controls, Environmental Control, Secondary Power, Egress
• Support Boeing modification and production operations
• Apply advanced engineering techniques and Boeing product support resources to research, develop, analyze and design troubleshooting and repair solutions that comply with customer, regulatory, safety and company requirements
• Manage the field service VECTOR reporting tool and reviews reports for safety, publications, retrofit, sustainment and engineering impacts
• Analyze and report metrics
• Conduct onboarding and technical training for FSRs, as well as aircraft and systems familiarization to customers as requested
• Publish field service reference materials for FSR and customer use
• Manage extensive field service reference library and website development
• Understand customer expectations and operations, coordinates fleet support activities and liaisons with Program Management
• Coordinate engineering and on-site technical assistance to customers' products including ground support equipment, training devices, training facilities, operation facilities and maintenance facilities

Basic Qualifications (Required Skills/Experience):

• 10+ years of experience with F/A-18 and/or EA-18G operations and maintenance
• 5+ years of experience as a Field Service Representative supporting a Defense System
• Ability to travel 10% of the time

Preferred Qualifications (Desired Skills/Experience):

• Bachelor's degree and 10 or more years of related work experience; master's degree and 8 or more years of related work experience; or an equivalent combination of education and experience
• Extensive experience with military aircraft operations and maintenance procedures