Field Service Representative

Job Description:

Job Objectives

Within the framework of the Customer Services policy, and within a Field Service Team, the jobholder represents Airbus on site at the airline facility or in a HUB. He/She provides remotely or on-site technical assistance, having contact with Engineering, Maintenance, Flight Operations, Training and Spares, ensuring communication between the airline and Airbus, in order to satisfy the Airbus Customer Services obligations towards the airline and support future sales. Activities can be performed in either a permanent station environment, within an EIS team or a multi AIB station. In certain circumstances the FSR may be nominated as a CSC (Customer Support Contact) in case of no CSD being allocated and as agreed with SCY FSD.

Job Responsibilities

• Support the FSM in daily activities, ensure proper reporting to Airbus via FSM.
• Provide technical advice and transfer know-how to Line Maintenance department at Entry In to Service of a new A/C type within a customer. This may involve matching working hours to Flight schedule for a limited period of time (weeks or months according to the A/C maturity).
• In accordance with the FSM, interface and communicate with all departments at Airbus and the airline taking into account the changing organizations.
• Solve aircraft technical problems whilst under high pressure from the airline during aircraft on ground (AOG) situations to mitigate airline involves financial exposure.
• Demonstrate reactivity in front of Customer queries including timely facilitation of tech request.
• Influence airlines to embody OEB (in particular RED OEB) in order to enhance fleet safety.
• Monitor Retrofit Information Letter and support retrofit monitoring.
• Follow-up publication of Repair & Design Approval Forms when required
• Participate in definition and development of Skywise Apps solutions (ex. using Slate/Foundry) to support customer and internal SCY needs.
• Be an active part of the SMS network (safety first)
• Be able to provide assistance on a wide variety of issues, not limited to technical.
• Provide swift and pragmatic solutions to technical related matters on the aircraft in order to limit issues becoming emotionally charged
• Be proactive in supporting the airline technical operation, including Flight Operations, Training and Spares.
• Act as communication and cultural facilitator within the Airbus FS team
• Maintain a business relationship with the airline and the home base.
• Adapt to specific airlines, cultural and climatic environments
• In conjunction with the SSD for Chargeable Support (Customer Service Agreements and Purchase Agreements), coordination of sold services and upgrades follow-up
• Interface with S Managers, FHS Customer Programme Directors, Training Key Account Managers, NavBlue Product Managers, Digital Product Managers and Satair Sales Support Directors etc.
• Provide first line issue resolution and de-escalation.
• Support the FSM in managing Support and Service Escalations & Claims
• Support the FSM in consolidating and coordinating an Airline Visit Schedule
• Support the FSM in coordinating and Administrating ERM (SMM) / FRM (TRM) Events
• Help support regional SEE technical forums

Job Requirements

• Professional qualifications in aerospace engineering
• At least five-years’ experience in the aviation industry
• At least three year’s hands-on experience in working in an MRO/OEM/Airline
• Possess knowledge and awareness of contracting principles
• Have a strong level of aviation safety awareness
• Having Aircraft Type Maintenance qualifications will be an advantage
• Having a class 3 driving license will be an advantage
• Have demonstrated high-level written and oral communication skills
• Possess strong negotiation skills and be able to develop a business strategy supported by a robust business plan or other strategic imperatives
• Have demonstrated ability to work in multi-functional teams
• Be able to work autonomously and take initiative
• Possess an excellent track record of customer interfacing experience

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com .

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.