Customer Service Engineer

Airbus•Wichita, KS

1d•Hybrid

About The Position

Airbus Commercial Aircraft is looking for a Customer Service Engineer to join our Customer Engineering Support department based in Wichita, Kansas. You will be part of a team that establish and deliver timely and consistent solutions to the technical daily queries raised by the customers for aircraft structure and systems issues. Meet the team: You will be part of a team that handles and treats all technical queries including answer to customers, trigger and follow-up corrective actions, ensure compliance with KPIs (OTD…), deliver technical solutions to customers, for related in-service issues, consolidate and analyze of in-service data from customers and support continued airworthiness (Part 21 compliance) if applicable. Your working environment: Located on the Wichita State University (WSU) innovation campus is Airbus’ first dedicated engineering facility outside of Europe. Our team of 200+ support staff and engineers focus on aerostructure design including analysis of aircraft primary structures, such as wings and fuselages, for all major Airbus products across the globe. How we care for you: 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. At Airbus, we support you to work, connect and collaborate more easily and accessibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking. Your challenges: Management of the repair solution from customer’s submittal through final approval (RDAF) issuance while maintaining customer expectations for delivery. Analyze customer queries related to structural damages against the Airbus Structural Repair Manual (SRM), if beyond limits manage the repair for efficient treatment by the relevant engineering design office. Maintain a strong interaction with the Repair Solutions team across all global regions to support the customer 24/7. Liaise with Design Offices to ensure requested repair definitions and justifications are provided on time with the required level of quality and related reviews. Collaborate and liaise closely with Airbus Spares/Satair/spares focal to ensure that all repair solutions take into account the availability of parts for each repair. Initiate updating of structure repair documentation with the SRM (Structural Repair manual) organization when shortcomings are observed. Ensure transfer of in-service experience and maintenance activities to management, to other divisions of Customer Services and Airbus design organization including vendors. Use of specialized TechRequest tool (SAP based program) to keep records of technical queries, answers and exchanges with all involved parties. Liaise with Airbus Field Service community if required to ensure alignment on sensitive topics, utilizing management as required. Attend periodic meetings which may include escalate through Daily Operations Meeting for spares escalation. Identify and follow up on damages related to potential safety critical items. Collaborate with Airbus Technical AOG Center (AIRTAC) or Major Incident Repairs team if repairs escalate to this level of complexity, ensuring a smooth transition. Collaborate across cultures, languages and time zones with a diverse customer base (both airlines and MRO’s) and Airbus teams is a key aspect to ensure a high level of customer satisfaction.

Requirements

Bachelor Science/Engineering (BSc/BEng) degree or equivalent relevant experience in the field in lieu of degree.
3+ years Engineering experience in an airline/OEM/MRO environment preferred, with knowledge of aircraft structure (design, fatigue, materials…) and structural repairs, or mechanical.
Ability to read and interpret engineering drawings, bills of material, technical documentation / manuals (SRM, SB, IPC…)
Knowledge of maintenance repair practices, equipment and ways of working.
Communicate effectively, both verbally and in writing to team and business partners worldwide including ability to discuss at working level within Airbus to customers in case of reporting / escalation / etc.
Ability to take initiative, proven high motivation and flexibility to work in a highly demanding environment.
Professional interpersonal skills, ability to work with multidisciplinary teams in a collaborative team environment with a diverse international workforce.
Authorization to Work in the US.

Nice To Haves

Airline or Maintenance and Repair Organization (MRO) experience is highly regarded.

Responsibilities

Management of the repair solution from customer’s submittal through final approval (RDAF) issuance while maintaining customer expectations for delivery.
Analyze customer queries related to structural damages against the Airbus Structural Repair Manual (SRM), if beyond limits manage the repair for efficient treatment by the relevant engineering design office.
Maintain a strong interaction with the Repair Solutions team across all global regions to support the customer 24/7.
Liaise with Design Offices to ensure requested repair definitions and justifications are provided on time with the required level of quality and related reviews.
Collaborate and liaise closely with Airbus Spares/Satair/spares focal to ensure that all repair solutions take into account the availability of parts for each repair.
Initiate updating of structure repair documentation with the SRM (Structural Repair manual) organization when shortcomings are observed.
Ensure transfer of in-service experience and maintenance activities to management, to other divisions of Customer Services and Airbus design organization including vendors.
Use of specialized TechRequest tool (SAP based program) to keep records of technical queries, answers and exchanges with all involved parties.
Liaise with Airbus Field Service community if required to ensure alignment on sensitive topics, utilizing management as required.
Attend periodic meetings which may include escalate through Daily Operations Meeting for spares escalation.
Identify and follow up on damages related to potential safety critical items.
Collaborate with Airbus Technical AOG Center (AIRTAC) or Major Incident Repairs team if repairs escalate to this level of complexity, ensuring a smooth transition.
Collaborate across cultures, languages and time zones with a diverse customer base (both airlines and MRO’s) and Airbus teams is a key aspect to ensure a high level of customer satisfaction.

Benefits

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”)
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.
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.
At Airbus, we support you to work, connect and collaborate more easily and accessibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

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