Field Support Representative

About Textron Aviation

Textron Aviation boasts nearly 90 years of excellence in private aviation through its iconic Cessna and Beechcraft brands. The company is dedicated to enabling freedom of flight and supporting employees with extensive benefits and career growth opportunities from day one.

Role Summary

The Field Support Representative, based in Australia, serves as the first technical support contact for Textron Aviation customers and Authorized Service Facilities. This individual provides advice and addresses all issues related to Textron Aviation products while nurturing positive customer relationships.

Key Responsibilities

• Identify, document, and report field and reliability issues to product support teams to drive continual product enhancements.
• Prepare detailed documentation to inform management and relevant stakeholders about fleet issues, including the financial and operational implications.
• Maintain working knowledge across all Textron Aviation product models through regular maintenance training.
• Respond promptly to technical assistance requests from owners and operators through various communication channels.
• Handle ambiguous situations effectively across a broad range of issues.
• Collaborate with Authorized Service Facilities to ensure compliance with company standards and deliver necessary training.
• Address inquiries involving Warranty, Service Programs, and CAMP/CESCOM systems.
• Stay connected with the aviation community within the assigned region by interacting frequently with customers, sales, maintenance teams, and marketing vendors.
• Participate in industry trade shows and technical events within the geographic area.
• Support aircraft sales and service center teams by providing technical assistance to prospects and customers.
• Represent Textron Aviation at supplier and operator meetings, preparing engaging verbal and visual presentations as needed.
• Build and maintain strong relationships within the regional customer base and be available for support 24/7.

Qualifications and Experience

• Bachelor's degree in Aviation Management or a related discipline is mandatory.
• A minimum of seven years’ experience in aircraft structural repair, customer support, or related maintenance roles is required.
• Demonstrated leadership skills and capabilities.
• Preferred qualifications include previous experience in Customer Service, Service Center, or Field Service roles, an A&P certificate or equivalent, and a pilot’s license.
• Strong organizational skills with the ability to follow up on multiple issues simultaneously.
• Computer literacy and valid driver’s license are essential.
• Willingness and ability to travel globally on short notice.
• Self-motivated and disciplined, with the ability to meet departmental goals.
• Capability to recommend support equipment and spare parts inventory levels for fixed base maintenance operators.

Additional Information

This role functions as an individual contributor position within Flight Operations and operates primarily during the first shift. Employees are expected to uphold Textron Aviation's high standards and deliver excellent customer advocacy.