Chief Service Representative

JOB PURPOSE

As the advocate of the Customer within the Rolls-Royce organisation, the AST will build a strong relationship with the Customer, providing operational support to deliver the best solution to overcome any issues and avoid disruptions through an awareness of the fleet and prompt, proactive support. The AST will provide support and inputs into our service lines to deliver the Customer fleet and campaign plan, keeping the record of embodiments and fleet configuration up to date in the systems and will update the organisation how the products are performing in service and strive to improve the customer experience over the product and service lifecycle.

CUSTOMER SUPPORT

. Be the key interface between Rolls-Royce and the Customer, identifying strategic influencers/enablers within the Customers organisation. Support senior level meetings to this end

. Act as the Customers advocate within Rolls-Royce organisation (CRT, Project and Services) ensuring that the voice of the customer is heard, raising Customer concerns and needs in a timely manner and keeping the Customer updated

. Support the WTT/CFG process to ensure a seamless communication and understanding of Project issues and ensure that the voice of the customer is heard

OPERATIONAL SUPPORT

. Support any major or minor event investigations and support the airline in the event of operational disruption (AOG, IFSD, ATB, DIV etc.) providing timely technical and parts supply assistance. Be the focal point between RR, the operator and the local airworthiness authority for any ICAO annex 13 investigations (accidents or incidents)

. Provide product technical advice/guidance on operation, maintenance, configuration and troubleshooting, supporting the TV process

. Responsible for reporting engine events and maintaining engine configuration and engine standard in the executive systems

. Provide technical support on any RR supplied or designed tooling

SERVICE SUPPORT

. Support management of fleet and campaign planning, updating usage (actuals and forecast) from the Customer along with prioritisation of engine changes and stagger plans for mod incorporation/life management plans

. Provide technical guidance on engine removals, stagger plans and mod incorporations agreed with the Customer. Arranging for any lease equipment required and uploading the events and modification embodiments in Maximo for Aviation

. Responsible for raising requests for any OWS support required (specialised or contractual tasks) through the OWS Planning team and ensuring that the enablers for performing the task are in place (tooling, parts, power, passes, access, etc.). Provide local/on-site support to the visiting team

. Provide on-site management of the LRU Service (exchanges or repairs) in MMS or Parts Availability Service, inc. shipping of units.

. Manage transportation of removed engines through the company approved transport provider

. Provide a route for escalation of new spare parts issues or for initial provisioning. Help plan stock levels to provide operational coverage, escalating issues/shortage risks to avoid operational disruption

. Support EIS readiness process providing support for all aspects (contracts, spare engines, tooling, spare parts & LRUs, training, tech pubs, EMP, EHM/DACS, TotalCare Admin Manual, Warranties & Guarantees Manual, EIS scenario planning, set-up of AST)

. Set-up/manage/run an AST office: Office rental, equipment office supplies, internet & telephones, courier services, obtain/renew airside passes, airside vehicles (passes, inspections, insurance), obtain work permits, recruitment of local staff, payment of local staff salaries, lease & hire cars. Responsible for HS&E management of AST office

. Facilitate the communication between Rolls-Royce and the Customer quality departments in support of Customer or Local Authorities approval processes

. Provide support/management of lease engines/tooling/stands, supporting identification of the need, lease offer acceptance, provision of insurance/re-insurance certs, assisting with transportation of the lease engine/tooling/stand (as required). Assisting the lease teams with end of lease issues resolution (post lease inspections, paperwork, transportation, etc.)

ACCOUNT SUPPORT

. Management and resolution of Customer Responsible Charges (CRCs), vet all backing data to ensure invoicing is correct and agree charges with Customers

. Help to minimise exposure to debt: review statements of account with customers ensuring that commitments are met for payment of invoices, provide on-site support for payment plans when appropriate, expedite regular invoices (TotalCare) through the customers payment processes. Help to mediate/seek resolution to any commercial disputes

. Provide on-site management of warranty claims, through visual inspection of removed parts/LRUs and vetting of claims through the claim process

. Support the correct billing of TotalCare invoices by reporting aircraft utilisation in Chub on a monthly basis and providing a forecast of usage and routes planned

. Responsible for carrying out Customer Sat surveys, identifying areas needing improvement, raising the corresponding Chub cases and driving them to a closure in the agreed timescales

. Have a good understanding of the Customer contracts to support the delivery of our contractual commitments and the enactment of the commercial terms working closely with the Commercial team

. Identify any potential new sales opportunities including services up-sell. Support Sales, Commercial and Senior Management visits