Airbus

Customer Service Engineer

Airbus

full-time

Posted on:

Location Type: Hybrid

Location: Wichita • Kansas • Virginia • United States

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About the role

  • Establish and deliver timely and consistent solutions to the technical daily queries raised by the customers for aircraft structure and systems issues
  • Handle and treat all technical queries including answer to customers, trigger and follow-up corrective actions
  • Ensure compliance with KPIs (OTD…)
  • Deliver technical solutions to customers for related in-service issues
  • Consolidate and analyze in-service data from customers and support continued airworthiness (Part 21 compliance) if applicable
  • Manage the repair solution from customer’s submittal through final approval (RDAF) issuance while maintaining customer expectations for delivery
  • Analyze customer queries related to structural damages against the Airbus Structural Repair Manual (SRM), if beyond limits manage the repair for efficient treatment by the relevant engineering design office
  • Maintain a strong interaction with the Repair Solutions team across all global regions to support the customer 24/7
  • Liaise with Design Offices to ensure requested repair definitions and justifications are provided on time with the required level of quality and related reviews
  • Collaborate and liaise closely with Airbus Spares/Satair/spares focal to ensure that all repair solutions take into account the availability of parts for each repair
  • Initiate updating of structure repair documentation with the SRM (Structural Repair manual) organization when shortcomings are observed
  • Ensure transfer of in-service experience and maintenance activities to management, to other divisions of Customer Services and Airbus design organization including vendors
  • Use of specialized TechRequest tool (SAP based program) to keep records of technical queries, answers and exchanges with all involved parties
  • Liaise with Airbus Field Service community if required to ensure alignment on sensitive topics, utilizing management as required
  • Attend periodic meetings which may include escalate through Daily Operations Meeting for spares escalation
  • Identify and follow up on damages related to potential safety critical items
  • Collaborate with Airbus Technical AOG Center (AIRTAC) or Major Incident Repairs team if repairs escalate to this level of complexity, ensuring a smooth transition
  • Collaborate across cultures, languages and time zones with a diverse customer base (both airlines and MRO’s) and Airbus teams to ensure a high level of customer satisfaction.

Requirements

  • Bachelor Science/Engineering (BSc/BEng) degree or equivalent relevant experience in the field in lieu of degree
  • 5+ years Engineering experience in an airline/OEM/MRO environment preferred
  • Knowledge of aircraft structure (design, fatigue, materials…) and structural repairs or mechanical
  • Ability to read and interpret engineering drawings, bills of material, technical documentation / manuals (SRM, SB, IPC…)
  • Knowledge of maintenance repair practices, equipment and ways of working
  • Authorized to Work in the US
  • Communicate effectively, both verbally and in writing to team and business partners worldwide including ability to discuss at working level within Airbus to customers in case of reporting / escalation / etc.
  • Ability to take initiative, proven high motivation and flexibility to work in a highly demanding environment
  • Professional interpersonal skills, ability to work with multidisciplinary teams in a collaborative team environment with a diverse international workforce.
  • Airline or Maintenance and Repair Organization (MRO) experience is highly regarded.
Benefits
  • Competitive base salary
  • Incentive compensation which may include profit sharing schemes
  • Retirement savings plan
  • Ability to participate in an Employee Stock Ownership Plan (“ESOP”)
  • Paid time off including personal time, holidays and a generous paid parental leave program
  • Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages
  • Upskilling and development opportunities through our global Leadership University including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
aircraft structurestructural repairsengineering drawingstechnical documentationmaintenance repair practicesfatigue analysismaterials knowledgerepair solution managementdata analysiscustomer service
Soft Skills
effective communicationinitiativemotivationflexibilityinterpersonal skillscollaborationteamworkproblem-solvingcustomer satisfactionmultidisciplinary teamwork
Certifications
Bachelor Science degreeBachelor Engineering degreeAuthorized to Work in the US