FIELD TECHNICAL REPRESENTATIVE

Job Summary:

Provide immediate technical assistance (on site/e-mail/phone/fax), perform routine visits/phone contacts and ensure customer satisfaction. This may involve traveling to the customer or Authorized Service Center. Support customers with AOG situations

Principal Duties:

• Maintain liaison with the customers within the assigned geographical territory. Assisting the customer with operation and maintenance of their aircraft as safely and economically as possible using standard industry practices, manufacturers recommendations and government regulations.
• Assist customers with troubleshooting. Analyze and recommend correction action for aircraft discrepancies as required.
• Provide informal on-the-job training to the customers and Authorized Service Centers for special programs/service bulletins, modifications or whenever there is a need to ensure the proper operation/maintenance of the aircraft.
• Perform onsite customer visits and phone contacts for assigned customers in the geographical territory at a minimum frequency as determined by the Director, Technical Support.
• Visits to customer facility shall be primarily, but not limited to Maintenance management and technicians. Topics discussed during this visit shall include, but are not limited to, technical/ reliability concerns, service bulletin/mod status review, future scheduled maintenance and parts/service bulletin requirements. These visits will be documented with an activity.
• Be familiar with and use the AOG ISO process as designed to support aircraft in and out of your region.
• Upon the request of the Regional Manager or Director of Customer Service provide arrival and/or departure support to some customers.
• Be familiar with, and when necessary, utilize the Front Line Empowerment Policy (FLE).
• Customer Contact Reports (CCR) will be written in a timely manner to document/report malfunction/maintenance difficulties/corrective action, maintenance operations which are thought to be hazardous in nature, service bulletin status and other items of significant note on a technical level. CCR ownership will remain with the CCR creator.
• Activities will be written and attached to CCRs when requesting support from engineering or other “back office” support group.
• Suggest product/process improvements that will enhance aircraft operation, reliability, maintainability, and safety.
• Encourage the customer and ASCs to complete warranty/service reports.
• Assist operators and proper authorities with technical expertise in the event of an aircraft incident/accident, with investigation of the occurrence and recovery of the aircraft. Provide a factual written report for internal use detailing the event.
• Assist the operator following aircraft delivery from the completion/mod center. It is required to 4-5 days after delivery at the customers base of operation (or where requested by the customer). In some cases the customer may request their FTR to also be onsite at the completion/mod center for the delivery process.
• The following is an outline of some of the items that will be discussed during this time period:
  • Use of all available technical data (i.e. Field 5, Portal, FSAs, FSN, etc)
  • Spare parts/tooling provisioning
  • How to obtain parts/field support Warranty/service report procedures
  • Customer Support/Falcon Update/Falcon Service Advisories (FSA), Service Bulletin/ Advisories and Seminars, Walk around pre-flight inspections and routine servicing to familiarize the customer with his aircraft,Monthly hours and landings report Aircraft inventory list.
  • Attend initial/refresher maintenance training at a Dassault Falcon Jet approved training facility for airframe, engine and APU. Travel may be required for this training.
  • All reports (CCRs, activities, market/technical surveys, expense reports, incident reports) shall be carefully prepared, reviewed for accuracy, and submitted in a timely manner.
  • Technical Support field office shall be maintenance in a way to include but not limited to: cleaning, organizing, obtaining supplies, updating/revising the technical library, filing and verifying company owned property is secured and maintained in proper working order.
  • Be available to provide technical assistance after hours and weekends.
  • Be familiar with the "Welcome to the Family" (WTTF) and “Entry into Service”, (EIS) presentations given to all new Falcon Operators.
  • Adhere to the "No Pass-On" Policy of Technical Support.
  • Report any discrepancies in Dassault Aviation/Dassault Falcon Jet supplied manuals, and submit change recommendations for correction or improvement.
  • Track current locations and addresses of aircraft and operators for Dassault Falcon Jet customer master files.

Non-Principal Duties:

• Participate in Falcon aircraft presentation flights to prospective customers/operators with the Regional Sales Manager.
• Assist the marketing department with static displays/demo flights at the various business aviation trade shows (aircraft set-up/coordinate repair activities).
• When requested, provide written reports/audits of the Authorized Service Centers. If any deficiencies are observed during visits to an Authorized Service Center, provide a written report to the Director, Customer Support administration. Follow-up visits may be requested to ensure proper corrective actions have been completed.
• Encourage operator use of the company owned Service Centers and Authorized Service Centers for parts and repair services.
• Attend and participate in the local aircraft maintenance organization (WAMA, PAMA, AOPA, etc.).
• When attending maintenance training schools, provide a written report, if requested, evaluating quality of the course.
• This evaluation will include accuracy/completeness of information presented, instructor presentations skills, and quality of training aids/course materials/learning environment.
• Aid the customer in forecasting his spare parts/service bulletins and ground support requirements.
• Attend and participate in the Technical Support department meetings and regional seminars.

Minimum Qualifications:

• At least five years business jet maintenance experience (preferably on Falcon aircraft)
• Valid FAA Airframe and Powerplant Certificates
• Good communication skills (verbal and written)
• Intermediate level PC proficiency (MS Office, database retrieval)
• Two years of college education (or equivalent)
• Flexibility of personal schedules
• Demonstrated strong customer service orientation
• Automobile Drivers License
• Ability to operate independently and as part of a team from remote locations

Additional Desired Qualifications:

• Pilots license
• FAA Inspection Authorization
• Avionics experience

• Teaching/instructor/experience

• Current passport

Working Conditions:

Field Technical Representatives are required to travel and visit customers/Authorized Service

Centers. This is for scheduled and unscheduled situations. An office environment is normally expected, however, working conditions may include:

• Aircraft hangar environment
• Maneuver in small aircraft spaces
• Ability to climb ladders
• Airport/Hangar ramp environment in all weather and noise conditions
• Exposure to bio-hazard conditions during aircraft crash site investigations