Aerospace Customer Support Engineer

Airbus•Mobile, AL

21d•Onsite

About The Position

Airbus is seeking an experienced Aerospace Customer Support Engineer to join the Retrofit Engineering & Maintenance Customer Support team in Mobile, Alabama. This critical role is centered on being a key player in the organization, dedicated to delivering timely and high-quality solutions to customers (airlines). By proactively managing inquiries and driving continuous improvement in tools and governance, you will deliver high-quality, timely solutions that define best-in-class service and ensure your customers thrive in a competitive global landscape. You will join a team of highly motivated professionals across the globe, striving to develop and deliver value-adding support and services to our customers in the field of Maintenance & Service Bulletins. Meet the team: Our Engineers have the privilege of working on complex, highly engineered machines and are involved at all stages of the aircraft life cycle, from product development to manufacturing and direct support to our airline customers. If you’re interested in designing, creating, and testing the present and future of Airbus products across the globe, join our mission to connect the world. Your working environment: The Engineering Center in Mobile, Alabama houses hundreds of Airbus engineers who assist in the design and development of Airbus commercial aircraft cabins, including aftermarket upgrades, reconfigurations and services of all product types across the globe. Your challenges: Manage a diverse portfolio of customer accounts to ensure the delivery of retrofit solutions and scheduled maintenance services meets all cost, timeline, and quality benchmarks. This involves overseeing the end-to-end lifecycle of customer queries, which includes dispatching requests to the appropriate departments and initiating technical approval forms to maintain high levels of customer satisfaction and on-time delivery. Additionally, you will proactively escalate risks or blocked queries to ensure timely resolutions and provide technical expertise to cross-functional teams located across international sites. Direct on-site assistance for airline partners, focusing on the evaluation of maintenance programs and service bulletins. Assess the status of aircraft when deviations from standard maintenance procedures occur. Responsible for defining the necessary recovery actions to return aircraft to airworthy conditions while identifying and mitigating any risks related to unsafe or unsecure storage environments. Monitor subcontractor performance by tracking metrics such as on-time delivery, first-time fix rates, and overall autonomy. This includes leading monthly quality reviews and collaborating with the quality department to develop action plans that improve the standard of technical responses.

Requirements

Bachelor’s Degree in Engineering (Aerospace, Mechanical, Electrical, or Civil)
6 years total experience in the aircraft customer service field (Airline experience, MRO experience, Maintenance experience, etc.)
Service Bulletin content, processes, and RDAF management.
Experience in aircraft maintenance and airline operations.
Experience in aircraft maintenance and airline operations.
Strong computer background, including MS Excel and Google Suite application experience (Docs, Sheets, Slides, Gmail)
Excellent communication and negotiation skills.
Ability to work effectively in a fast-paced and dynamic environment.
Ability to understand and mentor principles within assigned discipline.
Ability to interpret an extensive variety of technical aircraft topics.
Excellent communication, coordination, and organization skills.
Ability to inter-relate with and motivate diverse teams.
Authorized to work in the US.

Responsibilities

Manage a diverse portfolio of customer accounts to ensure the delivery of retrofit solutions and scheduled maintenance services meets all cost, timeline, and quality benchmarks.
Oversee the end-to-end lifecycle of customer queries, which includes dispatching requests to the appropriate departments and initiating technical approval forms to maintain high levels of customer satisfaction and on-time delivery.
Proactively escalate risks or blocked queries to ensure timely resolutions and provide technical expertise to cross-functional teams located across international sites.
Direct on-site assistance for airline partners, focusing on the evaluation of maintenance programs and service bulletins.
Assess the status of aircraft when deviations from standard maintenance procedures occur.
Responsible for defining the necessary recovery actions to return aircraft to airworthy conditions while identifying and mitigating any risks related to unsafe or unsecure storage environments.
Monitor subcontractor performance by tracking metrics such as on-time delivery, first-time fix rates, and overall autonomy.
Lead monthly quality reviews and collaborating with the quality department to develop action plans that improve the standard of technical responses.

Benefits

Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”)
Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.
Health & Welfare: 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.
Individual Development: 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.

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