Representative, Field Service
Honda · Greensboro
Job Purpose
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.
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 Technical Support, 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 customer’s 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.
Qualifications, Experience, and Skills
- 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
- 2 years of experience 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 preferred.
- Working knowledge of Spanish preferred.
Decisions Expected
- Influence expedited shipment of parts to ensure customer’s aircraft are returned to service.
- Influence HACI internal teams and Service Centers to provide the highest level of customer service.