Airbus 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.
This position is located in Detroit, MI.
The jobholder represents Airbus on site at an assigned airline facility. They will assist the Field Service Manager in providing on-site technical assistance, maintaining contact with the Engineering, Maintenance, Flight Operations, Training and Technical Purchasing departments, ensuring communication between the airline and Airbus in order to satisfy Airbus Customer Services obligations towards the airline and set the stage for future sales.
The jobholder may manage the station if they are working in an out-station.
Additional Position Information:
Provide technical advice and transfer knowhow to the Line Maintenance department at entry-into-service (EIS) of a new aircraft type within a customer's fleet. This may involve adjusting working hours to the airline's Flight schedule for a limited period of time (weeks or months according to the aircraft maturity).
Responsible to interface and communicate with all departments at Airbus and the airline taking into account changing organizations and the need to understand decision-makers at the airline.
Solve aircraft technical problems quickly under high-pressure in terms of available time recognizing aircraft- on-ground (AOG) involves financial losses.
Be able to provide assistance on a wide variety of issues, not limited to technical matters.
Provide quick solutions to avoid emotionally loaded situations.
Be proactive in supporting the airline's technical functions; including Flight Operations, Training and Spares.
Adapt to specific airlines cultural, financial and climatic environments.
The Field Service Representative assists the Field Service Manager in implementing the support function for aircraft operation and focusing on developing the effective working relationships with the customer.
The main responsibilities are to provide technical assistance to the airlines engineering and maintenance departments (especially during entry-into-service) as well as guidance for proper troubleshooting and maintenance.
Perform 'Greet and Meet' activities (attendance at flight transits) at entry-into-service (EIS) of a new aircraft type with a customer. Transfer technical know-how to Line Maintenance.
Assist the airline with technical inquiries by identifying, analyzing, and proposing solutions to problems or asking for specific support when needed.
Respond to airline queries during standby outside working hours in case of aircraft-on-ground (AOG) and incident inquiries.
Representation / relationship with customer:
Represent Airbus to the airline at all technical levels: Maintenance Engineering, Flight Operations and Training and Spares.
Establish and maintain required working relationships 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 the relevant specialist if necessary. Verify that the requests to/by the airline are properly addressed and reflect the real needs, and ensure that answers are provided to the airlines In a timely manner and to the responsible persons.
Proximity with Airbus / reporting:
Maintain proper communication with the Field Service Manager and other members of the Resident Customer Support team on site.
During entry-into-service (EIS) phase, relay technical events/snags to Airbus and provide requested pieces of information to Airbus to improve aircraft database resources..
Maintain effective communication with all Airbus departments. Report to any Airbus departments on all issues that can impact customer satisfaction or Airbus business.
Gather data and intelligence for use in all departments of Airbus.
Assist the Field Service Manager in producing mandatory and ad hoc periodic reports.
Qualified Experience / Skills / Training:
Excellent communications skills.
Effective interpersonal skills.
Three (3) to five (5) years experience with Airbus in a sales or service role or other function which supplemented basic aviation knowledge with Airbus specific knowledge of the range of Airbus models and their many systems and parts as well as maintenance and service technology and techniques.
Education / Special Qualifications:
(Certifications, Licenses, Clearances required)
Unique Position Details:
Must be able to react quickly, think on feet and respond with accuracy and strategic consideration of customer relationship.
Able to prioritize quickly and effectively partner customer needs with available Airbus services.
Able to quickly identify appropriate source to address identified needs while maintaining good relationships.
This position requires residential flexibility and mobility.
As 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.