Technical Representative

4 weeks ago

Milton, Massachusetts, United States tapwage Full time

Job Title:
Technical Representative

Department:
Customer Support & Training

Reports to:
Senior Manager, Technical Representatives

Direct Reports: 0

Location(s): Philadelphia, PA

Summary:


The Technical Representative (TR), is responsible in coordinating and managing all the technical activities in their assigned area for the AWPC supported Civil/Commercial/Military Customer, reporting directly to the Senior Manager, Technical Representatives.


Duties and Responsibilities:

  • Maintain updated status of the Leonardo fleet and customers within the assigned area
  • Visit customers on a periodical basis or when needed, and maintain continuous contact to ensure the product is being operated correctly and within the prescribed safety standard, and to ensure the confidence of the customer in the product and in Leonardo
  • Resolve all technical questions/issues raised by the customers, and provide technical advise and onthejob training as requested/assigned
  • Bring the company product technical expertise and provide prompt technical onsite assistance to technical issues directly to the assigned customers premises.
  • Submit reports on customers activity periodically and make timely submittal of discrepancy, malfunction, trip and contact reports
  • Perform special handson operations, such as inspections, modifications, Service Bulletins, etc. only on request from Leonardo
  • Coordinate with the international team of TR to share and analyze common problems, bring into the company functions the in service experience of our customers, and implement common solutions to solve common issues, standardize the interaction process and improve the overall Customer Satisfaction.
  • Provide continuous feedback on the accuracy of the company technical publications, continuous improvement
  • Support the Leonardo Warranty and Spare parts department on technical related subjects
  • Provide classroom instruction upon request by Leonardo
  • Assure information flow within CS&S, including interdepartmental activities across Product Support Engineering, Materials, CSM, Maintenance Service, ensuring delivery elements are meeting or exceeding with Customer expectations;
  • Ensure Customers' data stored in the Company ICT Systems are maintained and periodically updated, leveraging on a consistent use of the various webbased system (e.g. SAP, CRM, Leonardo Customer Portal, B2B Systems);
  • Assist Sales department in support for Demo activity in assigned geographical area
  • Support External Relations and Exhibits for all shows in our geographical region, to include support on moving in/out of aircraft and assembly/disassembly of aircraft for exhibits.
  • Provide support to P145 as needed to complete company objectives and goals
  • Travel frequently on shortnotice to support customers and company requirements, including weekends and holidays
  • Comply and execute any action program suggested by the immediate supervisor regarding the intelligence gathering and the promotion of Leonardo programs throughout the assigned area
  • Perform other duties and fulfill other responsibilities as assigned.

Requirements:

Education::

  • High School diploma or equivalent, BA/BS degree highly desired

Experience:

  • 10 years of aviation experience with at least 5 years of handson helicopter experience.
  • Civil / Commercial customer support experience.
  • Excellent oral and written communication abilities.
Competencies & Attributes

  • Customer oriented.
  • Excellent communication skills.
  • Negotiation skills.
  • Intercultural awareness, ability to create and maintain relationships.
  • Strong problem solving and troubleshooting abilities.
  • Tenacious and proactive.
  • Well organized and adaptable with a flexible approach.
  • Able to work in a dynamic environment.
  • Able to work under pressure, handling critical, and emergency situations to meet Customer deadlines.
  • Able and willing to travel on short notices (including overseas).

Technical skills:

  • Knowledge and experience on Leonardo helicopters preferred.
  • Airframe and Powerplant license preferred

Languages:

  • English

IT skills:

  • Microsoft Office Suites (Outlook, Excel, Powerpoint, Word, etc.)
  • SAP/CRM

Soft Skills:

  • Team player
  • Customer orientated
  • Excellent and effective communication skills
  • Personable
  • Equal Opportunity Employer/Vet/Disability

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