Provide onsite and remote support (technical and non-technical) for designated Bombardier Aircraft Owners and Operators aircraft visiting the BAS Singapore Service Center (Service Center).
Support engineers, technicians and customers with aircraft in-work at the Service Center. Expect to occasionally be available on-call after regular work hours to assist customers and/or support Service Center issues as required.
Occasional regional travel may be expected; however primary objective is to provide technical support and guidance on Bombardier aircraft undergoing maintenance at the Service Center.
Take ownership of issues or potential issues to ensure resolution meets customer expectations and Service Center objectives
Represent Bombardier as a technical ambassador through interactions with all levels of the customer's organization, including Owners, CEOs/COOs, VPs, Directors, Air Crew, PAs, and other customer staff.
Collaborate with all levels of Service Center personnel, including technicians, customer service representatives, management, and other support staff.
Promote Bombardier's customer-centric culture and adhere to the Bombardier Customer Credo.
Assist in resolving technical and commercial issues related to Warranty, Smart Services, and Parts Services at the designated Service Center.
Educate, coordinate, and disseminate technical deliverables such as:
Advisory Wires
Service Bulletins
Technical Publications
Technical Campaigns
Stay current on all technical aspects of supported aircraft, including modifications, manual revisions, and best operational practices.
Attend scheduled technical forums remotely or in person, including:
Advisory Committee meetings
Regional aviation events
Training sessions
Maintenance & Operational seminars
Vendor training and updates
Technical Services monthly calls
Assist customers and Bombardier in processing Warranty and Smart Services claims on green aircraft, completions, and vendor components.
Provide informal on-site training to customers and service organizations to promote safety and efficiency in maintenance and operations.
Deliver factual, concise, and value-added reports to customers and Bombardier internal departments as required.
Set priorities and escalate concerns effectively within customer and Bombardier organizations.
Provide Bombardier Senior Management with timely updates on key operational and maintenance concerns and suggest potential solutions.
Promote Bombardier Mobile Response Team and Service Center services to Owners and Operators.
How to thrive in this role
You have extensive knowledge of Bombardier Customer Support programs and service network.
You have the ability to gain and maintain knowledge of Learjet series, Challenger series, and Global series aircraft.
You are familiar with Bombardier Product Support policies including terms and conditions for Warranty, Smart Services, Parts Services, etc.
You have the ability to work independently and as part of a team, making sound decisions on behalf of customers while adhering to Bombardier Product Support policies.
You have strong mediation skills to resolve Service Center and customer concerns ethically and collaboratively.
You hold a college or university diploma in an aviation-related field and/or equivalent license in Aviation Maintenance; or have a minimum five (5) years of business jet maintenance experience (Singapore CAAS AML or EASA B1/2/C License with relevant aircraft type rating preferred but not required).
You have a minimum of five (5) years of aviation experience in maintenance, modification, and repair of jet aircraft.
You have excellent troubleshooting and problem-solving skills.
You are available for occasional travel and flexible/asynchronous work schedules.
You have strong interpersonal skills; fluent in English (written and spoken) while applying tact and diplomacy. Additional languages will be an asset.
You have the ability to work effectively in a global, team-based environment.
You have strong computer skills and are adaptable to Operator software environments.
You have general management skills: budgeting, time management, goal setting, and performance management.
You have excellent people skills: active listening, conflict management, meeting facilitation, coordination, and scheduling.
You are customer-centric mindset focused on continuous improvement.
Knowledge of Service Center policy, manpower application, and role definition (desirable but not required).
