Customer Technical Manager

Customer Technical Manager in GAC SavannahUnique Skills:At Gulfstream, our people are at the heart of everything we do. We believe in inspiring and empowering every individual to reach their fullest potential. From workforce development and meaningful connections to a culture of trust, respect, and integrity, we invest in our employees so they can do their best work and achieve success together. Creating and delivering the world’s finest aviation experience starts with our people and when our people thrive, so does our mission. 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.This position supports customers located on the West Coast of the United States while being based in Savannah, Georgia. Due to customer needs and time zone differences, the work schedule requires flexibility, with typical hours beginning later in the morning and extending into the evening. The successful candidate must be adaptable and willing to support customer requirements as needed to ensure outstanding service and responsiveness.Key ResponsibilitiesServe as the primary customer advocate for assigned high-profile customers.Deliver concierge-level customer support and ensure an exceptional ownership experience.Coordinate and drive customer actions to resolution across multiple internal departments.Build 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.Ability 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.Ability 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.Preferred AttributesProven 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.The ideal candidate is a customer-focused aviation professional who combines technical aircraft knowledge with exceptional communication, organizational, and relationship-management skills to deliver world-class support to Gulfstream's most valued customers.Education and Experience RequirementsBachelor'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.Job DescriptionPrinciple Duties and Responsibilities:Essential Functions: Under the guidance of VP of Field Services, Director of Technical Support, and Regional Directors, helps to resolve customer support issues. Travel to Gulfstream/ AWRF facilities or to remote locations as the project manager to coordinate support for complex support events. Coordinate with Gulfstream/ AWRF facilities or to remote locations as the project manager to coordinate support for complex Managed Programs and/or Reliability Enhancement events. Tactical oversight of escalated customer issues to include coordination of complex maintenance projects and service center events and the elements used to resolve them, such as, TechOps, engineering, part sales, FAST, and SC resources. Identify, develop, and implement programs that help prevent future aircraft downtime that will meet Customer Support business priorities. Responsible for resolving customer issues as related to Gulfstream fleet aircraft maintenance, operations, and programs. Provides coordination and communication with the following Customer Support and Production areas: TechOps, FlightOps, Maintainability, Material Services (Spares & GSE), Publications, RSM, Service Center, Reliability, Technical Training (Gulfstream, Customer & FSI) and Warranty Administration, etc. Lead or participate as member of a team in special teams, special fleet campaigns, regional calls, regional activities, customer visits, routine scheduled customer calls, CAB, clinics, and other customer centric forums. Acts as a Regional Customer Support Manager responsible for resolving customer issues as related to Gulfstream fleet aircraft maintenance, operations, and programs. Administering Customer Sat and/or advocating warranty coverage for escalated customer events. Provide written & verbal responses to all levels of customer organization, as well as, written & verbal updates to Gulfstream organization. Provide remote Technical Operations support to when not supporting complex AOG events. Responsible for authoring, maintaining, and editing Customer Technical Manager Standard Operation Procedures (SOPs) to reflect Job responsibilities, accuracy, and improvements based on lessons learned.Perform other duties as assigned.Other Requirements: Must have thorough knowledge of aircraft systems, troubleshooting, technical manuals systems, and aircraft maintenance records system. Experience in project management and team performance. Understanding of PC and Mainframe computer applications including the use of standard computer word processing programs (i.e. Microsoft Office) and appropriate typing skills a plus. This job requires one to be able to read, write, speak, and understand the English language.Additional InformationRequisition Number: 234719Category: Service CenterPercentage of Travel: Up to 25%Shift: FirstEmployment Type: Full-timePosting End Date: 07/29/2026 Equal Opportunity Employer / Individuals with Disabilities / Protected VeteransGulfstream does not provide work visa sponsorship for this position, unless the applicant is a currently sponsored Gulfstream employee.Legal Information | Site Utilities | Contacts | SitemapCopyright 2025 Gulfstream Aerospace Corporation. All Rights Reserved. A General Dynamics Company.Gulfstream Aerospace Corporation, a wholly-owned subsidiary of General Dynamics (NYSE: GD), designs, develops, manufactures, markets, services and supports the world's most technologically-advanced business jet aircraft#LI-MH1