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, having contact with Engineering, Maintenance, Flight Operations, Training and Spares, ensuring communication between the airline and Airbus, in order to satisfy the Airbus Customer Services obligations towards the airline and support future sales.
If the job holder is the only representative in the airline or station, then he will manage the station.
Activities can be performed in either a permanent station environment, within an EIS team or a multi AIB station. In certain circumstances the SFSR may be nominated as a CSC (Customer Support Contact) in case of no CSD being allocated and as agreed with SCY FSD.
Job Responsibilities
If the jobholder is not alone in Station, he/she will support the FSM in daily activities, ensure proper reporting to Airbus via FSM. If the jobholder is alone in the station, on top of daily activities, he/she is to ensure proper direct reporting to Airbus.
Provide technical advice and transfer know-how to Line Maintenance department at Entry In to Service of a new A/C type within a customer. This may involve matching working hours to Flight schedule for a limited period of time (weeks or months according to the A/C maturity).
Interface and communicate with all departments at Airbus and the airline taking into account the changing organizations.
Solve aircraft technical problems whilst under high pressure from the airline during aircraft on ground (AOG) situations to mitigate airline involves financial exposure.
Demonstrate reactivity in front of Customer queries including timely facilitation of tech request.
Influence airlines to embody OEB (in particular RED OEB) in order to enhance fleet safety.
Be able to provide assistance on a wide variety of issues, not limited to technical.
Provide swift and pragmatic solutions to technical related matters on the aircraft in order to limit issues becoming emotionally charged
Be proactive in supporting the airline technical operation, including Flight Operations, Training and Spares.
Act as communication and cultural facilitator within the Airbus FS team
Maintain a business relationship with the airline and the home base.
Adapt to specific airlines, cultural and climatic environments
Secondary Responsibilities
In conjunction with the SSD for Chargeable Support (Customer Service Agreements and Purchase Agreements), coordination of sold services follow-up via Upgrade Programme 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 & Claims
Consolidate and Coordinate an Airline Visit Schedule
Coordinate and Administer ERM (SMM) / FRM (TRM) Events
Support regional SEE technical forums
Job Requirements
Hold professional qualifications in aerospace engineering
Have at least eight-years experience in the aviation industry
Have at least-five year's hands-on experience in working in an MRO/OEM/Airline
Possess knowledge and awareness of contracting principles
Have a strong level of aviation safety awareness
Having a class 3 driving license will be an advantage
Will need to have B1/B2 on A350, A380, A330Neo
Have demonstrated high-level written and oral communication skills
Possess strong negotiation skills
Be able to develop a business strategy supported by a robust business plan or other strategic imperatives
Have demonstrated ability to work in multi-functional teams
Be able to work autonomously and take initiative
Possess an excellent track record of customer interfacing experience
This job requires an awareness of any 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
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Experience Level:
Professional
Job Family:
Customer Eng.&Technical Support&Services
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Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to.
At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
Airbus SE multinational aerospace corporation. Airbus designs, manufactures and sells civil and military aerospace products worldwide and manufactures aircraft in Europe and various countries outside Europe. The company has three divisions: Commercial Aircraft (Airbus S.A.S.), Defence and Space, and Helicopters, the third being the largest in its industry in terms of revenues and turbine helicopter deliveries.[8] As of 2019, Airbus is the world's largest airliner manufacturer.
