Customer Technical Manager

Customer Technical Manager in GAC Savannah Required Skills

• Collaborate closely with Asia-Pacific (APAC) Gulfstream Aerospace support teams and operators; support real-time assistance and operational needs, including off‑hour conference calls and occasional international travel.
• Demonstrate technical proficiency across current Gulfstream production aircraft, with strong knowledge of mechanical systems, avionics/electrical systems, or aircraft structures.
• Diagnose, analyze, and resolve technical issues involving aircraft systems and structural components across the Gulfstream fleet; lead cross‑functional teams to determine root cause and corrective actions.
• Learn and use AHTMS data research tools such as Databricks, SQL, and Power BI for event‑based analysis and fleet‑wide issue investigation.
• Interpret and utilize aircraft technical documentation accurately (AMM, IPC, SGERs, GERs, MMEL, AFM, engineering drawings, and other technical publications).

Bachelor's Degree in Management, Aviation Maintenance, or Engineering Technology (or equivalent combination of education and experience) required. Minimum 10 years of related aircraft maintenance or operations experience, including at least 3 years with specific Gulfstream models (GV/G550/G450, GIV, GII/GIII, G100, G200). Supervisory or management experience required. An A&P (FAA Airframe and Powerplant) license is preferred.

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. They recover relationships between Gulfstream and customers via complex problem resolution and develop and maintain effective controls for budgets, manpower usage, schedules, procedures, and policies to achieve maximum utilization of all resources during support events.

• Work under the guidance of VP of Field Services, Director of Technical Support, and Regional Directors to resolve customer support issues.
• Travel to Gulfstream/AWRF facilities or remote locations as project manager to coordinate complex support events.
• Coordinate with Gulfstream/AWRF facilities or remote locations for managed programs and reliability enhancement events.
• Provide tactical oversight of escalated customer issues, including coordination of complex maintenance projects and service‑center events across Tech Ops, engineering, part sales, FAST, and SC resources.
• Identify, develop, and implement programs that prevent future aircraft downtime aligned with Customer Support business priorities.
• Resolve customer issues related to Gulfstream fleet aircraft maintenance, operations, and programs.
• Coordinate and communicate with Customer Support and Production areas:
  Tech Ops, Flight Ops, Maintainability, Material Services (Spares & GSE), Publications, RSM, Service Center, Reliability, Technical Training, Warranty Administration, etc.
• Lead or participate as a member of special teams, fleet campaigns, regional calls, regional activities, customer visits, routine scheduled customer calls, CAB, clinics, and other customer‑centric forums.
• Serve as Regional Customer Support Manager responsible for resolving customer issues related to Gulfstream fleet aircraft maintenance, operations, and programs.
• Administer Customer Satisfaction and/or advocate warranty coverage for escalated customer events.
• Provide written and verbal responses to all customer organization levels and updates to Gulfstream organization.
• Provide remote Technical Operations support when not supporting complex AOG events.
• Author, maintain, and edit Customer Technical Manager SOPs to reflect job responsibilities, accuracy, and improvements based on lessons learned.
• Perform other duties as assigned.

• Thorough knowledge of aircraft systems, troubleshooting, technical manuals, and aircraft maintenance records system.
• Experience in project management and team performance.
• Understanding of PC and mainframe computer applications including standard word processing programs (Microsoft Office) and typing skills.
• Must have ability to read, write, speak, and understand English.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans.