Overview
We are seeking a full-time Aviation Field Service Representative 2 in our Olathe, KS location. In this role, you will be responsible for disseminating knowledge of Garmin avionics products to the team, developing internal training material and Knowledge Base articles, and serving as an expert consultant on Garmin aviation products to distributors and end fleet customers.
Essential Functions
- Demonstrate strong leadership and communication skills working with challenging customers in stressful situations to solve complex issues
- Work closely with dealers installing and maintaining Garmin Avionics products and assist them in solving complex technical/operational problems
- Uphold Garmin Aviation’s reputation and brand recognition for world class support through all communications and interactions with Garmin customers and stakeholders
- Travel to dealers in support of installation/maintenance of Garmin Avionics products
- Be highly knowledgeable in the specifications, capabilities, and operation of Garmin avionics products
- Develop internal training material to effectively transfer knowledge to the team
- Represent Garmin in the field to distributors and end customers both domestically and internationally with expert knowledge of Garmin avionics systems
- Be highly knowledgeable of FAA regulations and safety standards
- Travel to customers’ facilities both domestically and internationally to provide on-site representation and expert technical support of advanced or complex avionics systems/installations/troubleshooting
- Act as liaison between customer and Engineering teams
- Answer complex/challenging customer and installer technical inquiries regarding Garmin products and systems via telephone, e-mail, and in person
- Determine if Garmin avionics equipment needs to be returned to the factory for repair
- Determine if an exchange is required for out of box failures of Garmin equipment
- Create RMAs for repair or exchange when necessary
- Be available to the team for complex questions and consult on difficult problems
- Monitor, document, and report failure trends in Garmin equipment
- Identify/recommend improvements in Garmin products, documentation, and procedures
- Review special circumstances and authorize warranty service when deemed appropriate
- Review pilot’s guides, installation manuals, and maintenance manuals for completeness, technical accuracy, and areas likely to be misinterpreted
- Provide reliable solutions to difficult problems including evaluation of new technologies to improve existing functions
- Build strong working relationships between Aviation Support, Garmin business segments, and customers
- Demonstrate broad understanding of Garmin’s business model including Engineering, Operations, Finance, Sales and Marketing
- Mentor/coach less-experienced team members (Field Service Representative 1)
- Exemplify Garmin’s Mission, Vision, Values and Quality Policy and proactively work to improve Garmin’s image and culture
- Represent Garmin at industry and professional meetings, conferences and trade shows as required
- Ability to be on a rotation for 24/7 aviation technical support coverage
Basic Qualifications
- Associate’s Degree AND a minimum of 8 years of relevant experience, including a minimum of 6 years experience performing avionics installations and troubleshooting OR an equivalent combination of education and experience
- Demonstrated strong and effective verbal, written, and interpersonal communication skills
- Must demonstrate strong leadership skills, a superior customer-oriented attitude, and demonstrate strong/broad knowledge of aircraft systems and avionics sub-systems
- Must possess proficiency using personal computers and Microsoft Office
- Must be positive, detail/team oriented, and a driven problem solver, multi-tasker, and self-starter with the ability to prioritize and work proactively/effectively in a fast paced, deadline-driven environment with proven success in solving difficult problems
Desired Qualifications
- 4-year technical degree
- Prior work history as a Garmin Senior Field Service Engineer for 3 years
- Previous avionics experience in a Garmin distributor facility or an aircraft maintenance facility and/or an aircraft manufacturing environment
- Pilot’s License
- Experience troubleshooting and installing Garmin avionic systems
- A+P License
- Knowledgeable in the specifications, capabilities, and operation of Garmin avionics products
Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age or disability.
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits
