Field Service Representative (FSR)

Company: Airbus Americas
Location: Des Plaines
Posted on: July 26, 2022

Job Description:

Job DescriptionAirbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.A commercial aircraft manufacturer, with Space and Defence as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.Airbus has built on its strong European heritage to become truly international - with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000.AIRBUS requires that all new employees and temporary workers of Airbus be fully vaccinated against COVID-19. Airbus allows candidates who are not fully vaccinated at the time of hire a reasonable amount of time to obtain vaccinated status. This position requires vaccination against COVID-19 or, if applicable, an approved accommodation for religious or medical reasons.Position Summary:The jobholder reports operationally to the Field Service Manager and administratively to the Field Service Director for Airbus HR processes.Basic purposeWithin the framework of the Customer Services policy, the job holder represents Airbus on site at the airline facility or in proximity to Customer as per the Station setup. He assists the FSM by providing 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 support of the airline. The jobholder also leads the station, if he is the only representative in the airline or station.Activities can be performed in either a permanent station environment, within an EIS team or a multi AIB station (HUB). In certain circumstances the FSR may be nominated as a CSC (Customer Support Contact) in case of no CSD being allocated and as agreed with SCx (HOR) and SCY FSD.Major challenges of the position. Provide technical advice and transfer know-how to Engineering & Maintenance departments at entry into 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 (adapted to the needs according to the age of the A/C).. Interface and connect with all departments at Airbus and the airline, taking into account the changing organizations.. Assist in resolving aircraft technical problems while under high pressure from the airline during aircraft on ground (AOG) situations to mitigate airline 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 & queries, not only limited to technical but for all operational matters.. 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 airline's needs, including cultural and climatic environments.Main responsibilitiesThe FSR assists the FSM in building the overall business relationship with the customer, by providing technical support, including guidance on troubleshooting and maintenance while providing familiarization on Airbus tools as is required by the airline. In addition, the FSR protects Airbus products and our image while promoting them as part of their day to day duties.As a Field Service Representative, the job holder is responsible for:A. Technical assistance:. 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.. Assist the airline on their technical inquiries by identifying, analyzing, and proposing solutions to problems or asking for specific support from Airbus when needed.. Assist & respond to airline queries during standby outside working hours in case of aircraft on ground (AOG) and incident inquiries.. Identify and address problems wherever possible when they are small and not emotionally loaded.. Provide a filtering function both ways to avoid misinterpretations during communication between the customer and Airbus.. Influence customer in reduction of OEB with fixes, emphasizing specific focus on RED OEB to enhance fleet safety.B. Positioning and relationship at Airbus and with the airline:. Represent Field Service at all technical levels, Maintenance Engineering, Flight Operations, Training and Spares.. Maintain required working relationship with the airline, through regular visits to all departments of the airline. During these visits, identify problems to be solved and propose solutions or forward to relevant specialist if vital. Verify that the requests to/by the airline are accurately addressed and reflect the real needs, and control that answers are provided to the airline.. Support CSIP process by securing high level of airline participation.C. Perform the Role of Customer Support Contact where there is no CSD allocated (if agreed by FSD and nominated by HOR):. Update Airbus key contacts and Airline organization update in CRM contact list.. 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. Communicate regarding Airbus Events to the customer.. Advise on available Airbus Training.. Transfer of the aircraft MSN in the Airbus data base. Handover of Flight Safety Digest's, Brochures (Fast, Safety Magazine, etc) or promote the on line versionsD. Proximity with Airbus / reporting:. Maintain proper communication with the FSM/FSD and the other members of the Resident Customer Support team.

• 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.. Maintain proper communication with all Airbus departments. Report to relevant Airbus departments as the need arises on any issues that can impact airline happiness. Assist the FSM in producing the periodic reports.E. Behave ethically and responsibly at all times whilst on station:. The FSR shall be bound to conform to Airbus policies and procedures (Airbus Internal regulation, HR Policies, Legal &Compliance, Airbus IT Charter, Use of facilities...), security rules.. Take good care or Airbus or airline's assets (i.e. office, car, computer, telephone...). Follow all ethics and compliance training and abide by them.. Ensure in country administration needs are followed.. Respect local culture and practices.F. SFSR additional scope:. The SFSR acts as a deputy to his FSM. Leads jobs/projects assigned to him by the FSM. They are able to handle a station on their own, including during an EISMajor end results. Guarantee a level of support, which will give to overall airline happiness, safety and profitability and in doing so chip-in to build a long-term, positive relationship between the airline and Airbus.. Support the airline to improve OR and mitigate the impact of OIs.. Ensure very high levels of communication and understanding between the airline and Airbus.. Airbus Field Service knowledge and competences transfer to the airline. High CSIP score for Airbus overall and Field Service as a specific department.Education:A Bachelor's degree in engineering (aerospace, aeronautics, mechanical, electrical), or in Aviation, or in Aircraft Maintenance; Or an FAA A&P License, an EASA B1 or B2 License, or an AME License combined with validated experience in the Aircraft Maintenance and/or Engineering fields.Qualified Experience / Skills / Training:. Excellent communications skills.. Effective interpersonal skills.. Three (3) to five (5) years 'experience in Aircraft Maintenance, and (or) Engineering, and (or) Flight Operations.. Technical Qualifications/Trainings on Airbus Aircraft, preferable A220, A300, A320, A330, A350, will be an advantage.Decision Making, Complexity:. Needs to react quickly, think on feet and respond with accuracy and strategic consideration of customer relationship.. Able to prioritize quickly and successfully partner customer needs with available Airbus services.. Able to quickly identify appropriate source to address identified needs while maintaining good relationships.Interpersonal Skills (Spoken, Written, Influencing, Proficiency in Other Languages):English written and spoken proficiency requiredOutstanding Position Details:This position requires residential flexibility, and mobility across USA territory.Travel Required:This position requires travel.Eligibility:
  • Authorized to Work in the USAs a leader in our field, Airbus in America provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. Improper interference with the ability of Airbus' employees to perform their job duties may result in discipline up to and including discharge.As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.Airbus does not offer tenured or guaranteed employment. Either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.
    
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Keywords: Airbus Americas, Des Plaines , Field Service Representative (FSR), Sales , Des Plaines, Illinois