Customer Support Engineer (m/f)

Job description

Airbus SAS

Airbus is a global leader in aeronautics, space and related services. In 2018 it generated revenues of € 64 billion and employed a workforce of around 134,000. Airbus offers the most comprehensive range of passenger airliners. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as one of the world's leading space companies. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide.

Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each other's expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary - on the ground, in the sky and in space.

Description of the job

A vacancy for a Customer Support Engineer (m/f) has arisen within Airbus Commercial Aircraft) in Toulouse. You will join ‘Engineering Support’ Department (SEEE).

You will report to the Head of Engineering Support Systems in one of the following groups
Powerplant, APU, Bleed and air systems, Fuel Systems, Nacelle.

Being part of a team of experienced engineers working on engineering support issues. You will liaise with Airbus customers and all relevant Airbus Customer Services departments, Airbus design office, system and component suppliers.

You will be part of a dynamic team of engineers providing technical assistance for System issues to the customers, ensuring timely responses to customer daily queries, technical intervention on site on aircraft when required, representing Airbus at major conventions and customer meetings (Airline Symposiums, technical forums etc) ensuring the highest levels of customer focus and understanding.

• If you are open to challenges where your role will develop not only month by month but day to day, where you are constantly learning new tasks and aspects not only on the technical side of the aircraft , but on building relationships with customers from many different countries and cultures. If you want excitement in your job, to have ever changing new challenges, where your priorities and daily work is changing day by day and hour by hour, where adaptability and flexibility are key elements to success, then you should join engineering support.

Tasks & accountabilities

Your main tasks and responsibilities will include:

• Answer customer daily queries through Tech Request Manager tool. Following up as required through direct phone calls and discussions with the Airlines or their representatives.
• Provide associated on-site assistance where & when necessary.
• Monitor in-service events, identify potential fleet impacts and launch actions to determine root cause and solution. Coordinate solutions with design office and program ensuring the “voice of the customer” for the proposed solution.
• Ensure feedback of in-service experience, maintenance activities and significant issues.
• Provide In service Information (ISI) and Technical Follow up (TFU) to airlines ensuring a high level of quality and added value information.
• Review and edit Service bulletins.
• Help to ensure a great entry into service experience for new customers and new product types. Through pre EIS meetings and documentation readiness.
• Provide inputs for inspection service bulletin creation.
• After a certain level of expertise in the job - Represent Airbus at Airline conferences and technical review meetings as well as technical forums.
• Analyse all in-service events to identify potential impact on airworthiness, reliability, quality, cost of ownership, passenger and crew comfort, and operational cost.

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.

Required skills

We are looking for candidates with the following skills and experience:

Engineer with up to 5 years’ experience in aircraft systems,
- A knowledge in at least one of the key areas would be an advantage,
- Knowledge of systems design and or installation.
- Ability to read and follow complicated system diagrams, schematics, software logic descriptions and interface control documents.
Negotiation level in English, written and spoken (This is a very important aspect of the job as it involves all communication, either with customers or with the design offices both written and verbal to be performed in English).
- Excellent presentation skills, both oral and written.
- Highly concerned by Customer service and service minded.
- Good co-ordination and relational skills to deal with Customers, Design Offices, Vendors and other Airbus departments.
- Team player, adaptable, flexible and open to continuing challenges.