Customer Service Engineer

Role Overview

• Establish and deliver timely and consistent solutions to the technical daily queries raised by the customers for aircraft structure and systems issues
• Handle and treat all technical queries including answer to customers, trigger and follow-up corrective actions
• Ensure compliance with KPIs (OTD…)
• Deliver technical solutions to customers for related in-service issues
• Consolidate and analyze in-service data from customers and support continued airworthiness (Part 21 compliance) if applicable
• Manage the repair solution from customer’s submittal through final approval (RDAF) issuance while maintaining customer expectations for delivery
• Analyze customer queries related to structural damages against the Airbus Structural Repair Manual (SRM), if beyond limits manage the repair for efficient treatment by the relevant engineering design office
• Maintain a strong interaction with the Repair Solutions team across all global regions to support the customer 24/7
• Liaise with Design Offices to ensure requested repair definitions and justifications are provided on time with the required level of quality and related reviews
• Collaborate and liaise closely with Airbus Spares/Satair/spares focal to ensure that all repair solutions take into account the availability of parts for each repair
• Initiate updating of structure repair documentation with the SRM (Structural Repair manual) organization when shortcomings are observed
• Ensure transfer of in-service experience and maintenance activities to management, to other divisions of Customer Services and Airbus design organization including vendors
• Use of specialized TechRequest tool (SAP based program) to keep records of technical queries, answers and exchanges with all involved parties
• Liaise with Airbus Field Service community if required to ensure alignment on sensitive topics, utilizing management as required
• Attend periodic meetings which may include escalate through Daily Operations Meeting for spares escalation
• Identify and follow up on damages related to potential safety critical items
• Collaborate with Airbus Technical AOG Center (AIRTAC) or Major Incident Repairs team if repairs escalate to this level of complexity, ensuring a smooth transition
• Collaborate across cultures, languages and time zones with a diverse customer base (both airlines and MRO’s) and Airbus teams to ensure a high level of customer satisfaction.

Requirements

• Bachelor Science/Engineering (BSc/BEng) degree or equivalent relevant experience in the field in lieu of degree
• 5+ years Engineering experience in an airline/OEM/MRO environment preferred
• Knowledge of aircraft structure (design, fatigue, materials…) and structural repairs or mechanical
• Ability to read and interpret engineering drawings, bills of material, technical documentation / manuals (SRM, SB, IPC…)
• Knowledge of maintenance repair practices, equipment and ways of working
• Authorized to Work in the US
• Communicate effectively, both verbally and in writing to team and business partners worldwide including ability to discuss at working level within Airbus to customers in case of reporting / escalation / etc.
• Ability to take initiative, proven high motivation and flexibility to work in a highly demanding environment
• Professional interpersonal skills, ability to work with multidisciplinary teams in a collaborative team environment with a diverse international workforce.
• Airline or Maintenance and Repair Organization (MRO) experience is highly regarded.

Benefits

• Competitive base salary
• Incentive compensation which may include profit sharing schemes
• Retirement savings plan
• Ability to participate in an Employee Stock Ownership Plan (“ESOP”)
• Paid time off including personal time, holidays and a generous paid parental leave program
• Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages
• Upskilling and development opportunities through our global Leadership University including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.