Customer Technical Manager

About the role

The Customer Technical Manager (Customer Care Manager) serves as a dedicated advocate and concierge-level service provider for high-profile customers operating multiple aircraft in production and service. This role is responsible for building strong customer relationships, ensuring timely resolution of customer concerns, and coordinating support activities across the organization to deliver an exceptional customer experience.

Responsibilities

• Serve as the primary customer advocate for assigned high-profile customers.
• Deliver concierge-level customer support and ensure an exceptional ownership experience.
• Cook up and maintain trusted relationships with customers through proactive communication and engagement.
• Provide technical guidance and facilitate intelligent discussions regarding aircraft systems, maintenance, and operational concerns.
• Support issue resolution efforts, including discussions that may involve Level 1 (L1) customer concerns.
• Monitor customer requests and ensure timely follow-up and completion of assigned actions.
• Represent the voice of the customer internally and advocate for customer needs.
• Able to engage in technical discussions with customers and internal stakeholders regarding aircraft operations and systems.
• Strong written and verbal communication skills with the ability to effectively communicate with customers at all levels.
• Excellent organizational, time management, and prioritization skills.
• Demonstrated customer service mindset with a commitment to delivering high-quality support.
• Able to work independently while managing multiple priorities in a fast-paced environment.
• Flexibility to support customer needs outside of traditional business hours when required.
• Strong working knowledge of aircraft systems preferred.

Requirements

• Bachelor's Degree in Management, Aviation Maintenance, or Engineering Tech required or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
• 10 years of related aircraft maintenance or operations experience.
• 3 years maintenance or operations experience with specific Gulfstream aircraft model (i.e. GV/G550/G450, GIV, GII/GIII, G100, G200).
• Supervisory or Management experience required.
• A&P (FAA Airframe and Powerplant) license preferred.

Preferred Attributes

• Proven experience in customer-facing aviation support roles.
• Strong problem-solving and critical-thinking abilities.
• Ability to build rapport and maintain long-term customer relationships.
• Experience coordinating across multiple functional teams to achieve desired customer outcomes.
• Professional demeanor with the ability to manage sensitive or high-visibility customer situations effectively.

Education and Experience

• Bachelor's Degree in Management, Aviation Maintenance, or Engineering Tech required or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
• 10 years of related aircraft maintenance or operations experience.
• 3 years maintenance or operations experience with specific Gulfstream aircraft model (i.e. GV/G550/G450, GIV, GII/GIII, G100, G200).
• Supervisory or Management experience required.
• A&P (FAA Airframe and Powerplant) license preferred.

Position Purpose

The Customer Technical Manager acts as the primary representative for customer interactions when managing complex support events and aspects related to Gulfstream model aircraft maintenance, operations, and programs affecting customer operations. Recovering relationships between Gulfstream and customer via complex problem resolution. Customer Technical Managers develop and maintain effective controls for budgets, manpower usage, schedules, procedures, and policies to achieve maximum utilization of all resources during support events.