Aircraft Tech Support Representative

Job Description
Aircraft Tech Support Representative (Full Time)
Department: All Openings, Warranty

POSITION SUMMARY:

Responsible for rapid response to retail customer and dealer/service center on communications regarding all aspects of technical and operation assistance.

ESSENTIAL JOB FUNCTIONS:

• Assist the dealers and contracted service centers by responding to technical questions arising from the field.
• Recommending servicing procedures, factory authorized repairs and specific trouble shooting techniques.
• Maintain close liaison with appropriate project, design and/or other team engineering group responsible for development of Company airplanes to ensure maintainability, reliability, acceptability and safety products.
• Review on a regular basis, service manuals, parts catalogs, and other service publications and submit Publication Change Orders (PWO) as required.
• Report any product condition requiring Product Refinement follow-up.
• Assist in the development of service bulletins and service letters as required and sign off on publications.
• Develop and coordinate initial "fit and functions" installations and testing of service kits and replacement components as required to demonstrate the solution effectivities.
• Assist the Manager, Global Customer Support in responding to technical questions arising from the field
• Provide legal and technical expertise and experience to assist in the investigation and defense of litigation.
• Assist the accident investigators in accident investigation.
• Coordinate with the Warranty staff to assist with any field customer problems.
• Assist in the scheduling of aircraft to have maintenance performed at dealers & contracted service centers.
• Assist retail customers concerning aircraft features and equipment operation.
• Represent the Company at trade shows and special events in promotion of Company aircraft and technical assistance.
• Ensure all communications (verbally & written) are recorded properly in the Company's CRM.
• Constant update of the Company's owner files while communicating directly with the customer.
• Assist in special projects as necessary.
• Assist in the 24/7 after hours emergency response teams as a primary on call Technical Support.
• Perform other related duties as required.

EDUCATION AND EXPERIENCE:

• Bachelor's degree or equivalent combination of education and experience.
• Airframe and Powerplant Mechanic License preferred.
• Pilot's license preferred.
• Three to five years of aviation maintenance experience.
• Thorough knowledge of the product line and departmental activities.
• Windows-based computer programs are necessary to perform the duties of this position.

Piper Aircraft Health Plan Overview:

Core

Health Benefits:

Medical

Dental

Vision

Piper Provided Benefits (Basic):

Basic Life

Accidental Death & Dismemberment

Short-Term Disability (STD)

Long-Term Disability (LTD)

Employee Assistance Program (EAP)

Voluntary Benefits:

Flexible Spending Accounts (FSA & DCA)

Supplemental Life Insurance

Long-Term Disability (LTD Buy
- Up)

Accident Plan

Critical Illness

Universal Life (Whole Life Policy)

Hospital Stay Pay

Preferred Legal Plan

Piper Aircraft Time Off:

16 days of PTO (Paid Time Off)

11 Holidays

IND1

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