General Summary:
The Field Service Representative provides technical support to HondaJet Authorized Service Centers, customers and supports issue resolution. The Field Service Representative is the liaison between customers, Authorized Service Centers (ASCs), and the Honda Aircraft Company. This role will be supporting the Northeastern US, Southeastern US, and South America.
Duties and Responsibilities:
- Conducts planned and unplanned post-delivery customer visits, communications, and facilitates resolution of technical and customer satisfaction issues.
- Set priorities and effectively escalate technical and/or aircraft operational concerns within the Customer's organization and Honda Aircraft Company.
- Visits Authorized Service Centers (ASCs) and support onsite audits in accordance with the Standard Operations Manual.
- Works with the Technical Support and Engineering teams to trouble shoot, resolve uncommon technical difficulties and to initiate development of approved repair procedures and drawings.
- Update management of customer's key aircraft operational and maintenance concerns / issues
- Understand the Flight Ready and Engine Maintenance Programs to support customers questions on program agreements.
- Understand and be able to effectively utilize Honda Aircraft Company’s internal (customer support / in-service related) processes, support resources to better support the customer.
- Travels approximately 30% of the time both domestically and internationally; and maybe on short notice
- Communicate with ASCs and customers, AD’s, SBs, and other relevant documentation published by Honda Aircraft Company to highlight operational improvements as well as clarify their intent.
- Lead, partake in customer meetings for fleet reliability reviews, operations performance, including the promotion of optional Service Bulletins and other projects in the capacity of a technical advisor and project manager.
***Honda Aircraft Company is an Equal Opportunity Employer***
Education, Work Experience, Certification and/or Licensure:
- Bachelors’ degree from a four-year college or university in Business, Aviation Management, or a related technical field is required.
- *At the discretion of management, equivalent years of experience and education/training may be considered in lieu of a degree
- 5+ years of experience in general aviation is required.
- Previous directly related work experience in customer support and/or product support is required.
- Previous experience working with an ERP System (i.e. - SAP) is preferred.
- FAA A&P license or equivalent civil aviation authority certification is required.
- Fluent in Spanish is required.
Knowledge, Skills and Abilities:
- Working technical knowledge of aircraft systems and assemblies is required.
- Working knowledge of turbine-powered aircraft systems and field support practices is required.
- Working knowledge and understanding of FARs as they apply to aircraft operations, maintenance and design certification is preferred.
- Ability to communicate effectively is required.
- Ability to facilitate resolution to complex technical issues and customer concerns is required.
- Ability to create, format, and present presentations using MS Suite (Excel, Powerpoint, Word) to customers and senior leadership.
Physical Requirements:
- Incumbents may be routinely exposed to equipment operational noise heat-cold-dust, and/or aircraft equipment, parts, or fuel odors.
- Incumbents may be required to stand, sit, squat, walk, bend, climb ladders, move, reach, or stretch for prolonged time periods with no restrictions, as required by job duties.
- Work in a safe and professional manner while adhering to all regulatory requirements (FAA, OSHA, DOT, EPA, State, and Federal regulations, etc.).
- Read, hear, speak, and see with no restrictions, as required by job duties.
- Comprehend and adhere to management directions and/or safety instructions with no restrictions.
- Effectively communicate in Business English language.
- Pull, push, carry, lift, or move items up to 10 lbs. throughout the work shift without assistance, as required by job duties.
- Pull, push, carry, lift or move materials/people/items/equipment weighing up to 50lbs or more during the work shift, with the use of Company provided “reach assistance technology” or “movement assist technology” (fork-lifts, pallet jacks, pulleys, dolly’s, robotics reach equipment, people movers etc.), as required by job duties.
The above statements are intended to describe the general nature and scope of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all duties, skills, and responsibilities required of personnel so classified. Duties, responsibilities, and activities may change at any time with or without notice. This document does not constitute a contract between the incumbent and Honda Aircraft Company. (FLSA: ) 01/07/13
