Senior / Field Service Representative

Job description

Overview
The job requirements include spending 2 years minimum based in Airbus Singapore headquarters before moving to an Asia Pacific region assignment.

Depending on competences and experience, the eventual candidate could qualify for either a Field Service Representative or Senior Field Service Representative.


Job Objectives
Within the framework of the Customer Services policy, the jobholder represents Airbus on site at the airline facility or in a HUB.

He/She provides remotely or on-site technical assistance, coordinating with Engineering, Maintenance, Flight Operations, Training and Spares, ensuring communication between the airline and Airbus to fulfill Airbus Customer Services obligations and support future sales.

If the job holder is the only representative at the airline or station, they will manage the station.

Activities can be performed in a permanent station environment, within an EIS team or a multi AIB station.

In some cases the Field Service Representative (FSR) or Senior Field Service Representative (SFSR) may be nominated as a Customer Support Contact (CSC) when no Customer Support Director (CSD) is allocated, as agreed with the SCY Field Service Director (FSD).


Job Responsibilities
Support the Flight Service Manager (FSM) in daily activities if not alone in station; provide proper reporting to Airbus via FSM.


If alone in station, ensure direct reporting to Airbus in addition to daily activities.


Provide technical advice and transfer know-how to the Line Maintenance department at Entry into Service of a new A/C type within a customer, including aligning working hours with flight schedules for a limited period.


Interface and communicate with all Airbus departments and the airline, considering changing organizational structures.


Resolve aircraft technical problems under pressure during AOG situations to mitigate airline financial exposure.


Demonstrate reactivity to customer queries and facilitate technical requests promptly.


Influence airlines to adopt operational excellence practices to enhance fleet safety.


Follow up on Retrofit Information Letter/Repair & Design Approval Form (RIL/RDAF) (internal awareness).


Skywise: participate in and develop app solutions to support customer and internal SCY needs.


Be an active part of the SMS network (safety first).


Provide assistance on a wide range of issues, not limited to technical matters.


Provide swift and pragmatic solutions to technical matters to limit issues becoming emotionally charged.


Be proactive in supporting airline technical operations, including Flight Operations, Training and Spares.


Act as a communication and cultural facilitator within the Airbus FS team.


Maintain business relationships with the airline and home base; adapt to specific airlines, cultures and climates.


Coordinate with SSD for Chargeable Support (Customer Service Agreements and Purchase Agreements) on service follow-up via Upgrade Programme.


Collaborate with 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; manage support and service escalations and claims.


Consolidate and coordinate an airline visit schedule; coordinate executive or senior review meetings and fleet reviews.


Support regional Engineering Support technical forums.


Job Requirements
Professional qualifications in aerospace engineering.


At least five years of experience in the aviation industry (eight years for Senior position).


At least three years of hands-on experience in working in an MRO/OEM/Airline (five years for Senior position).


Knowledge of contracting principles; strong aviation safety awareness.


Class 3 driving license is an advantage.


Excellent written and oral communication skills; strong negotiation abilities.


Ability to develop a business strategy supported by a robust business plan or strategic imperatives.


Demonstrated ability to work in multi-functional teams; autonomous and proactive.


Excellent track record of customer interfacing experience.


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


Company
Airbus Singapore Private Limited
Employment Type
Permanent
Experience Level
Professional
Job Family
Customer Eng.&Technical Support&Services
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This information will only be used by Airbus.

Airbus is committed to workforce diversity and an inclusive working environment.

We welcome all applications irrespective of background.

Airbus is an equal opportunity employer and never asks for monetary exchange in recruitment.

Any impersonation should be reported to We support flexible working arrangements where possible to stimulate innovative thinking.


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