Field Service Representative

About the role

The Field Service Representative (FSR) plays a crucial role in ensuring safe, economical, and world-class aircraft operations. They are embedded on-site, providing technical expertise and strategic influence to Engineering and Maintenance departments.

Responsibilities

• Provide technical advice and transfer know-how to Engineering & Maintenance departments at Entry In to Service of a new A/C type within a customer.
• Match working hours to Flight schedules for a limited period of time (adapted to needs according to the A/C maturity).
• Assist in resolving aircraft technical problems whilst under high pressure from the airline during aircraft on ground (AOG) situations to mitigate airline financial exposure.
• Influence airlines to embody OEB (in particular RED OEB) in order to improve fleet safety.
• Be able to provide assistance on a wide variety of issues & queries, not only limited to technical but for all operational matters.
• Maintain a business relationship with the airline and the home base.
• Adapt to specific airline’s needs, including cultural and climatic environments.
• Perform ‘Meet and Greet’ activities (Ramp Operations) at Entry Into Service (EIS) of a new A/C type at the airline.
• Transfer technical know-how to Line Maintenance.
• Absorb and respond to airline queries during standby outside working hours in case of aircraft on ground (AOG) and incident inquiries.
• Identify and solve problems wherever possible when they are small and not emotionally loaded.
• Influence Customer in reduction of OEB with fix, emphasizing specific focus on RED OEB to improve fleet safety.
• Represent Field Service at all technical levels, Maintenance Engineering, Flight Operations, Training and Spares.
• Support CSIP process by securing high level of airline participation.
• Provide the status of applicable Airbus supervised retrofit campaigns.
• Advise the airline on airline fleet and worldwide reliability statistics.
• Update on current and future mandated modification requirements.
• Briefing on selected services, support tools such as Tech Request, Airbus World Transfer of the aircraft MSN in the Airbus data base.
• Handover of Flight Safety Digest & Brochures (Fast, Safety Magazine, etc) or promote the on line versions.
• During EIS phase, relay technical events/snags to Airbus and provide requested data and information to Airbus to improve A/C maturity.
• Support specific reporting on new aircraft post-delivery such as OR3M process or similar.
• Absorb and produce the periodic reports.
• Ensure in-country administration needs are followed.
• Able to run a station on your own, including during an EIS.

Requirements

• A Bachelor’s degree in engineering (aerospace, aeronautics, mechanical, electrical), or in Aircraft Maintenance OR a FAA A&P License, or an EASA B1 or B2 license, or an AME License, or equivalent years of work experience is required.
• Preferred minimum of 5+ years in relatable or comparable role(s) performing duties similar to those required of a field service representative.
• Excellent communication abilities.
• Effective interpersonal abilities.
• Able to react quickly, think on feet and respond with accuracy and strategic consideration of customer relationship.
• Able to prioritize quickly and correctly relate customer needs with available Airbus services.
• Able to quickly identify the appropriate sources to address identified needs while maintaining good relationships.
• English written and spoken fluency is required.

Qualifications

• Seasoned engineer or licensed maintenance professional who thrives on solving complex problems in real-time.
• Embedded on-site, providing technical expertise and strategic influence to Engineering and Maintenance departments.
• High-autonomy, high-accountability group of experts who thrive in the "Entry Into Service" (EIS) environment.
• Thrive in the "Entry Into Service" (EIS) environment.

Skills

• Technical expertise and strategic influence.
• Quick reaction and strategic thinking.
• Customer relationship management.
• Problem-solving in high-pressure situations.
• Interpersonal and communication skills.
• Ability to adapt to different airline needs.
• Technical knowledge transfer.
• Operational issue resolution.
• Technical event reporting.
• Knowledge of OEB and RED OEB.
• Ability to represent Field Service at various levels.
• Support for CSIP process.
• Knowledge of Airbus supervised retrofit campaigns.
• Ability to produce and update periodic reports.
• Ability to handle in-country administration needs.
• Ability to run a station on your own.

Benefits

• Competitive base salary.
• Incentive compensation which may include profit sharing schemes.
• Roth and Traditional 401(k) plans.
• 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.