Field Service Engineer

Duties and Responsibilities:

The position requires regular interaction internally and with airline technical personnel and various departments within the customer & Safran entities

• Serve as the primary contact for addressing customers’ technical, operational, and business concerns & represents the company as holding a “front office” position
• Work with a full spectrum of customers, interfacing frequently with personnel at various seniority levels.
• Provide real-time information to customers and internal stakeholders with confidence.
• Analyze incidents and address them (whenever the support of the Back Office is not required) by providing technical / logistical / documentary / service solutions or others that are in accordance with contractual or negotiated deadlines.
• Regularly inform the customer about the progress of the support request, and provide the customer, as soon as possible, an estimated date completion through the communication tool, or directly to the customer.
• Provide advice to clients concerning their questions.
• Ensure follow-up / traceability (based on the contractual agreement) and the record of the responses.
• Visit regularly customer in order to monitor above tasks, provide customer or internal training products, including test benches and tools maintenance.
• Available for on-site technical customer support.
• Ensure customer satisfaction: monitor and solve issues, anticipate on customer needs
• In charge to monitor KPIs related to customer satisfaction (for technical issues): OTD on requests, Time to get a fix, ….
• Propose to the customer services in relation with product performance: eg. Training on product, documentation, product usage, maintenance practice and CMM application, …
• In charge to report to central organization all events and KPIs
• Support EIS

Experience and Qualifications:

Education:

• Bachelor’s degree in engineering
• Aerospace Technical background

Experience:

• Minimum of 5 years of experience in product support engineering
• Customer relationship
• Cultural understanding of customer

Technical Skills:

• Usage of IS tools such as PLM, Digital Tech Pub tool usage, Catia, …
• Airworthiness regulation
• Strong analytical and problem-solving abilities, knowledge of methods such as 8D

Behavioral Skills:

• Available to provide support outside the business hours.
• Excellent communication and interpersonal skills.
• Listening
• Reporting Cross sharing, transverse collaboration

• Employment Type: Full-time
• Work Environment: This job operates in different locations worldwide and is operated often at customer premises
• Remote work / Hybrid / on site: on site
• Hours of work: Standard, might be solicited punctually outside of business hours for urgencies
• Travel: 50% - going to customers