Job Description

Collins Business Unit- GASCA(Goodrich Aerostructures Service Centre) located at Changi North, specializes in the MRO of aircraft nacelle systems and airframe composite components. It is a leading supplier of nacelle systems to major commercial airframe and engine manufacturers and provides best-in-class MRO services for latest nacelle systems.

Responsibilities:

• Liaison with local MRO teams ensuring optimal customer support to our customers
• Act as a Aerostructures point of contact responsible for providing time bound technical support including but not limited to; technical inquiry resolution, effective Aircraft on Ground (AOG) complex solution management, communicate technical rationale to justify support decisions to customers.
• Collaborate with internal Aerostructures Customer Support functions (AMTS - ASM, PSE, Repair Engineering and MRO - BDD, CAM, Repair Engineering) to ensure coordinated customer responses for both technical and commercial solutions.
• Collaborated with MRO CAM on technical subjects
• Review open Field Issues with all office, QC, team leaders
• Participating in MRO Kaizen Events, CORE activities, Goal Alignment
• Responded to customers' Technical Inquiries
• Manage local Turnback's & Escapes within the Technical Inquiry process, determine root cause, closure and mistake proofing
• Review and manage MFA feedback to and suitable customer loopback to ensure optimal Customer Experience.
• Support ASM's in recommendation of maintenance, repair and overhaul services
• Identify and implement continuous improvement initiatives and develop/update standard process / job instructions
• Administration of CX Tier Reviews
• Ensure a positive customer experience through managing effective execution of improvement initiatives derived from formal and/or informal customer feedback.
• Assess opportunities to partner with airlines to support field data collection

Qualifications You Must Have:

• Typically requires a Degree in Science, Technology, Engineering or Mathematics (STEM) unless prohibited by local laws/regulations and minimum 6 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experience
• Experience providing customer focused technical support.

Qualifications We Prefer:

• Possess Nacelle component knowledge. Ability to read and understand engineering drawings and technical manuals (AMM, CMM, IPC, SRM).
• Ability to appropriately de-escalate externally and escalate internally to ensure a positive customer experience while progressing the business.
• Strong technical background to quickly identify, understand and articulate in-service issues.
• Experience in project management.
• Experienced working in a high paced, high pressure, and high visibility external facing role driving effective resolutions internally and externally.
• Ability to craft and present key messages to both internal and external stakeholders at an executive level.
• Strong understanding of commercial implications of engineering changes, field issues, and investigations.