Responsibilities

The jobholder is responsible for:

fully autonomously providing engineering assistance to the customers to ensure that all technical queries raised by the customers to troubleshoot and correctly operate their aircraft, to provide maintenance recommendations (reliability improvement, cost optimization), to better understand our aircraft design, etc within the defined time scale and with good quality. The job can include technical on-site assistance for complex troubleshooting when required and necessary.

Analyse in-service events to identify potential impacts (including airworthiness, quality, etc.), launch appropriate corrective action and ensure proper follow-up with the relevant customer services organization.

Identify and investigate emerging hot topics affecting the fleet and specific customers, and define with fleet managers and central teams the associated corrective actions (mitigation & terminating solutions).

Manage customer communication at various hierarchic levels and in different contexts: over the phone, in person, during troubleshooting on aircraft, or during airline events (fleet review meetings, workshops, expert forums, regional conferences).

supporting regional fleet management and provide technical presentations during F2F meetings with customers on-site

Your technical scope will cover the following systems and specialities:

ATA 36 - Pneumatic / Bleed

ATA 21 - Air Conditioning

ATA 47 - Fuel Tank Inerting System (FTIS)

ATA 30 - Wing Anti-Ice (WAI)

Cabin Air Quality

Duct Repair

This role involves regular international travels for business, especially in Asia Pacific as well as Europe, consequently you must be willing to travel accordingly.

Support fleet manager and provide technical support on hot topics affecting the fleet and specific customers in the region.

Act within a technical perimeter that requires unique and key niche technical skills with very high and very complex problem-solving skills.

Ensure that customer issues have been well understood by central, promote implementation of fixes and feedback on efficiency and acceptance by customers.

Answer or support technical queries raised by the customers within the defined time scale, in the domain of support engineering, scheduled maintenance, Service Bulletin, GSE and Technical data.

Provide urgent in-situ technical assistance for complex subjects during technical meetings, or for complex troubleshooting when necessary including AOG.

Provide customers with familiarization and refresher training on our products in the M&E domain.

Prepare and run regular webinars on support engineering issues for all AIRBUS programs.

Ensure good adaptation of the design office/Vendor proposed fix to customer in-service problem, accept or refuse the proposed solution.

Provide customers with solutions to their in-service issues.

Promote implementation of mitigation, solution or in-service issues on all programs.

Analyze all in-service events to identify potential impact on airworthiness, reliability, quality, cost of ownership, passenger and crew comfort, and operational cost.

Upkeep and live Airbus Values, Leadership Model and Code of Conduct to be exemplary to others and to promote and increase the awareness of Airbus Values, Leadership Models and Code of Conduct.

Carry out any other task as directed by the superior.

Guide and mentor your peers in applicable processes and guidelines from the central team.

Foster high Airbus Product Safety and Customer mindset. Demonstrate and promote it to other members even beyond the In Service Engineering department.

If requested, report the status of the activities directly to the Airbus Central In-Service Engineering or Central Program Organisation Top Management.

Act with the interfaces within the complex Airbus Engineering environment and different Airbus products.

When triggered by Central, support or handle major AOG and abnormal events.

Provide Engineering support to other Customer Services departments, contribute to the regional seminar and meetings organized by the program team in the region.

Participate in equipment failure investigations at vendor facilities.

Outputs

Reduced Aircraft Downtime and AOG Costs

Improved Customer Satisfaction and Retention

Accurate Resolution of In-Service Technical Issues

Optimized Maintenance and Operational Efficiency

Effective Knowledge Transfer Through Training and Webinars

Strengthened Product Safety and Compliance

Increased Engineering Support Efficiency

Personal & Interpersonal Skills

Strong communication and presentation skills

Customer-focused mindset

Advanced problem-solving and analytical skills

Collaboration and influencing skills

Adaptability and resilience

Qualification

Degree in Engineering

About 5 years’ experience in Aeronautics and/or Airline & MRO maintenance & engineering activity, knowledge of Airline operations is a plus.

Professional skills

Good general technical knowledge of aircraft, their maintenance & their operations

Ability to cope with a highly demanding environment. Reactivity and adaptability in a changing and demanding environment

Understand Customer needs and agility with business

Knowledge of Local Regulation, FAA/EASA is a plus.

High knowledge on Maintenance Program/Planning activities, MPD customization

Comfortable in managing projects in parallel

Be familiar with Airbus organization and Airbus Customer Services business

Familiarized with Airbus technical documentation and manuals.

Ability to work under pressure

Willingness to travel internationally (Asia, Europe, Australia)