Duties and Responsibilities:

In this role as Field Service Engineer, you will be responsible delivering comprehensive technical/operational

support to customers within the Asia Pacific region. This includes managing entry into service processes and

overseeing program, logistical, and product related activities. The position requires regular interaction

internally and with airline technical personnel and various departments within the customer & Safran entities.

• Serve as the primary contact for addressing customers' technical, operational, and business concerns &

represents the company as holding a "front office" position

• Work with a full spectrum of customers, interfacing frequently with personnel at various seniority levels.

• Provide real-time information to customers and internal stakeholders with confidence.

• Analyze incidents and address them (whenever the support of the Back Office is not required) by

providing technical / logistical / documentary / service solutions or others that are in accordance with

contractual or negotiated deadlines.

• Regularly inform the customer about the progress of the support request, and provide the customer, as

soon as possible, an estimated date completion through the communication tool, or directly to the

customer.

• Provide advice to clients concerning their questions.

• Ensure follow-up / traceability (based on the contractual agreement) and the record of the responses.

• Visit regularly customer in order to monitor above tasks, provide customer or internal training products,

including test benches and tools maintenance.

• Available for on-site technical customer support.

• Ensure customer satisfaction: monitor and solve issues, anticipate on customer needs

• In charge to monitor KPIs related to customer satisfaction (for technical issues): OTD on requests, Time

to get a fix, ....

• Propose to the customer services in relation with product performance: eg. Training on product,

documentation, product usage, maintenance practice and CMM application, ...

• In charge to report to central organization all events and KPIs

• Support EIS

Education:

• Bachelor's degree in engineering

• Aerospace Technical background

Experience:

• Minimum of 5 years of experience in product support engineering

• Customer relationship

• Cultural understanding of customer

Technical Skills:

• Usage of IS tools such as PLM, Digital Tech Pub tool usage, Catia, ...

• Airworthiness regulation

• Strong analytical and problem-solving abilities, knowledge of methods such as 8D

Behavioral Skills:

• Available to provide support outside the business hours.

• Excellent communication and interpersonal skills.

• Listening

• Reporting Cross sharing, transverse collaboration

50% travelling expected.