Field Service Representative (FCR)

Job Description: The jobholder reports operationally to Field Service Manager (FSM) and administratively to the Field Service Director for Airbus HR processes  Basic Purpose:  Within the framework of the Customer Services policy, the job holder represents Airbus on site at the airline facility or in proximity to Customer as per the Station setup . He assists the FSM by providing on site technical assistance, having contact with Engineering & Maintenance, Flight Operations, Training and Spares , ensuring communication between the airline and Airbus, in order to satisfy the Airbus Customer Services obligations towards the support of the airline. The jobholder also manages the station, if he is the only representative in the airline or station.  Activities can be performed in either a permanent station environment, within an EIS team or a multi AIB station (HUB) . In certain circumstances the FSR may be nominated as a CSC (Customer Support Contact) in case of no CSD being allocated and as agreed with SCx (HOR) and SCY FSD  Major Challenges of the Position:  ∙ Provide technical advice and transfer know-how to Engineering & Maintenance departments at Entry In to Service of a new A/C type within a customer. This may involve matching working hours to Flight schedule for a limited period of time (adapted to needs according to the A/C maturity)  ∙ Interface and communicate with all departments at Airbus and the airline taking into account the changing organizations  ∙ Assist in resolving aircraft technical problems whilst under high pressure from the airline during aircraft on ground (AOG) situations to mitigate airline involves financial exposure  ∙ Demonstrate reactivity in front of Customer queries including timely facilitation of tech request  ∙Influence airlines to embody OEB (operations engineering bulletin) (in particular RED OEB) in order to enhance fleet safety  ∙ Be able to provide assistance on a wide variety of issues & queries , not only limited to technical but for all operational matters.  ∙ Provide swift and pragmatic solutions to technical related matters on the aircraft in order to limit issues becoming emotionally charged  ∙ Be proactive in supporting the airline technical operation, including Flight Operations, Training and Spares.  ∙ Act as communication and cultural facilitator within the Airbus FS team  ∙ Maintain a business relationship with the airline and the home base  ∙ Adapt to specific airlines needs, including cultural and climatic environments Main Responsibilities:  The FSR assists the FSM in building up the overall business relationship with the customer, by providing technical support, including guidance on troubleshooting and maintenance whilst providing familiarization on Airbus tools as is required by the Airline.  In addition the FSR protects Airbus products and image whilst promoting them as part of his/her day to day duties  As a FSR, the job holder is expected to indulge in the following:  A/ Technical assistance:  - Perform Meet and Greet activities (Ramp Operations) at Entry Into Service (EIS) of a new A/C type at the airline. Transfer technical know-how to Line Maintenance  - Assist the airline on their technical inquiries by identifying, analyzing, and proposing solutions to problems or asking for specific support from Airbus when needed.  - Assist & respond to airline queries during standby outside working hours in case of aircraft on ground (AOG) and incident inquiries  - Identify and solve problems wherever possible when they are small and not emotionally loaded .  -Provide a filtering function both ways to avoid misinterpretations during communication between the customer and Airbus  - Influence Customer in reduction of OEB with fix, emphasizing specific focus on RED OEB to enhance fleet safety  B/ Positioning and relationship at Airbus and with the airline:  - Represent Field Service at all technical levels, Maintenance Engineering, Flight Operations, Training and Spares  - Maintain required working relationship 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 relevant specialist if necessary.  Verify that the requests to/by the airline are properly addressed and reflect the real needs, and control that answers are provided to the airline  - Support CSIP process by securing high level of airline participation  C/ Perform the Role of Customer Support Contact where there is no CSD allocated (if agreed by FSD and nominated by HOR):  - Update Airbus key contacts and Airline organization in CRM (crew resource management) contact list  -Provide the status of applicable Airbus monitored retrofit campaigns - Advise the airline on airline fleet and worldwide reliability statistics  - Update on current and future mandated modification requirements  - Briefing on selected services, support tools such as Tech Request, Airbus World -Communicate regarding Airbus Events to the customer  - Advise on available Airbus Training  - Transfer of the aircraft MSN (manufacturer's serial number) in the Airbus data base  - Handover of Flight Safety Digest's, Brochures (Fast, Safety Magazine, etc) or promote the on line versions  D/ Proximity with Airbus / reporting:  - Maintain proper communication with the FSM/FSD and the other members of the Resident Customer Support team.  - During EIS phase, relay technical events/snags to Airbus and provide requested data and information to Airbus to improve A/C maturity  - Support specific reporting on new aircraft post-delivery such as OR3M process or similar.  - Maintain proper communication with all Airbus departments. Report to relevant Airbus departments as required on any issues that can impact airline satisfaction  - Assist the FSM in producing the periodic reports  E/ Behave ethically and responsibly at all times whilst on station:  - The FSR