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This is a Field Service Representative position which will be based in Singapore. The general statement of work includes: Participates in development and execution of customer support plan. Provides airline operations support and maintains company presence at customer location. Monitors fleet status and operational issues. Reviews aircraft and fleet reliability issues and develops solutions. Represents the company and customer on internal/external issues. Identifies opportunities to leverage company products and services. Develops and implements recommendations to improve operational performance. Develops action plans, coordinates resources to provide solutions and resolve AOG situations. Validates or reviews effectiveness of company provided solutions, takes corrective action and develops recommendation for process/product improvements. Develops and conducts targeted training.
This is a 2-4 years work assignment only.
Daily responsibilities include, but are not limited to:
- Identifies and evaluates customers business priorities and success criteria. Links company resources and priorities to develop or contribute to the development of strategy and support plan to achieve customer's operational objectives. Develops, deploys and monitors customer support plan and takes action to meet performance objectives.
- Identifies opportunities to leverage company products to meet customer specific requirements. Provides visibility of significant customer in-service problems and opportunities. Provides advice on the development of the sales strategy and proposal. Identifies potential products and services offerings.
- Monitors resolution of spare parts delivery and communicates with stakeholders regarding warranty and claims processing issues. Evaluates sales agreements to interpret customer entitlements. Develops technical and operational content for warranty and spares issues. Consults with customer regarding company charging policies.
- Analyzes customer's requirements and develops and conducts targeted training. Assesses training effectiveness and takes action to improve training delivery.
- Provides guidance and consultation to customers related to a broad range of technical and operational issues. Reviews and monitors fleet operational status and responds to customer requests. Conducts onsite in-depth research of company and customer data to resolve a broad range of issues and provide responses. Consults with company resources on technical support and status. Assesses response effectiveness.
- Conducts root-cause analysis on customer and company fleet data to identify/evaluate trends and opportunities to increase dispatch reliability. Reviews customer maintenance operations/ programs and provides recommendations to improve efficiency and increase aircraft availability. Conducts process improvement projects to increase customer self-sufficiency and/or reduce the demand for support. Validates or reviews effectiveness of company provided solutions, develops corrective and preventative action plans.
- Manages field base work statement. Maintains location-specific data and provides required customer specific reports for company visibility. Leads meetings between customer and company representatives. Manages customer expectations and demand for company resources. Maintains situational awareness and provides visibility of management level customer concerns.
- Implements aircraft entry into service plans. Consults with customer and provides training and assistance with issues related to the maintenance, operations, troubleshooting, fault rectification and deferring Minimum Equipment List (MEL) items for aircraft models new to the airline. Provides hands-off assistance to customer in turn-around and dispatch of aircraft on the flight line. Assesses customers new fleet readiness and develops plan.
- Understands the customers requirements and project manages company resources, develops action plans to provide/ensure customized solutions for aircraft in AOG situations. Tracks progress of the solution and maintain company and customer situational awareness. Conducts follow-up with the customer to ensure solution was received and suitable.
- Leverage resources and expertise from the Boeing Company to provide technical expertise on airline operations
- Work closely with the Field Service team onsite to ensure transfer of knowledge to meet customer requirements and operational efficacy
Basic Qualifications (Required Skills/Experience):
- Bachelor's Degree (or higher) in Aerospace Engineering and/or Technology related majors, or Airframe & Powerplant (A&P) license.
- Exhibit an outstanding customer service attitude. Must be flexible to changing schedules and requirements.
- Strong organizational and interpersonal/communication skills.
- Effective at managing multiple projects simultaneously, and able to meet tight deadlines.
- Minimum ten years of related experiences is required.
- Must possess Boeing Field Service and/or Customer Support experience
- Familiarity with Boeing Customer Support organizations, tools and processes desired
- Candidates must be eligible to work in Singapore.
Diversity & Inclusion Commitment:
At Boeing, diversity, equity, and inclusion are enduring company values. We strive to live these values every day not only because it's the right thing to do, but because our success depends on it. The company's commitment to diversity and inclusion means providing a work environment for all employees that is welcoming, respectful and equitable, with opportunities for personal and professional development.
