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, spanet/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 spaneting 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 (or Brazilian equivalent)
Good communication skills (verbal and written) in Portuguese, English and Spanish.
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
