Customer Service Engineer

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Job Description:

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.

Your boarding pass:

• 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.

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

• Authorization to Work in the US.

Physical Requirements: 

• Onsite or remote:  Onsite 60% / Remote 40%

• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings.

• Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms. 

• Speaking:  able to speak in conversations and meetings, deliver information and participate in communications. 

• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.

• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. 

• Lifting:  able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.

• Pushing / Pulling:  able to push and pull small office furniture and some equipment and tools.

• Sitting:  able to sit for long periods of time in meetings, working on the computer. 

• Squatting / Kneeling:  able to squat or kneel to retrieve or replace items stored on low shelving.

• Standing: able to stand for discussions in offices or on the production floor. 

• Travel:  able to travel independently and at short notice.

• Walking (include routine walking such as to a shared printer to retrieve documents):  able to walk through office and production areas including uneven surfaces.

• Personal Protective Equipment required:  Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site

Take your career to a new level and apply online now!

A full job description will be provided to candidates whom progress to interview stage or any candidate upon request.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Americas Customer Services, Inc.

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

On-site

Job Family:

Customer Eng.&Technical Support&Services <JF-CS-PS>

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Airbus 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 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 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. 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. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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