Job Details
Summary of Duties Create, maintain, and foster relationships with operators in the assigned region. Act as the focal point to customers for technical assistance. Promote industry best customer satisfaction by being available during regular and off hours while providing timely and accurate information/support. Provide immediate technical assistance (on site or remote) when needed. Perform routine visits/phone contact with all assigned customers. Document issues and activities in accordance with company policy.
PRINCIPAL DUTIES/RESPONSIBILITIES (ESSENTIAL FUNCTIONS):
- Maintain a line of communication and liaise with all customers within assigned geographical region
- Be available to provide technical assistance after hours and on weekends
- Assist the customer to troubleshoot and recommend corrective action for aircraft discrepancies
- Help provide customers with requested technical information or engineering dispositions
- Collaborate internally with specialists and others to provide accurate and timely information to the customers
- Onsite or remote AOG support as required following established processes for escalation and visibility
- Provide informal on-the-job training to customers as well as factory owned and Authorized Service Centers
- Suggest product/process improvements that will enhance aircraft operation, reliability/maintainability and safety
- Document issues and activities as per company policy in a timely manner
- Actively participate in Maintenance and Operation seminars
- Adhere to the "No Pass On" Policy of Technical Support
- Complete market/technical surveys, expense reports and incident reports in a timely manner
- Present technical information at company events to current and prospective operators
- On site Incident/Accident Investigation support for customer, airworthiness authorities and Dassault
- Maintain technical currency through regular training sponsored by Dassault
- Periodic support of Command Center overflow phone coverage
- Report any discrepancies in Dassault Aviation/Dassault Falcon Jet supplied manuals and submit recommendations on how they may be changed/improved