Senior Aerospace Customer Support Engineer

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Job Description:

Airbus is looking for an experienced Aerospace Customer Support Specialist to join the Customer Services organization in Mobile, Alabama. This critical role is centered on being a key player in the organization, dedicated to delivering timely and high-quality solutions to customers (airlines). By proactively managing inquiries and driving continuous improvement in tools and governance, you will deliver high-quality, timely solutions that define best-in-class service and ensure your customers thrive in a competitive global landscape. You will join a team of highly motivated professionals across the globe, striving to develop and deliver value-adding support and services to our customers in the field of Maintenance Engineering & Service Bulletins

Meet the team:

Our Engineers have the privilege of working on complex, highly engineered machines and are involved at all stages of the aircraft life cycle, from product development to manufacturing and direct support to our airline customers. If you’re interested in designing, creating, and testing the present and future of Airbus products across the globe, join our mission to connect the world.

Your working environment:

The Engineering Center in Mobile, Alabama houses hundreds of Airbus engineers who assist in the design and development of Airbus commercial aircraft cabins, including aftermarket upgrades, reconfigurations and services of all product types 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 support flexible working arrangements to stimulate innovative thinking.

Your challenges:

• • Manage a portfolio of customers for the delivery of Retrofit Solutions and Scheduled Maintenance services on cost, on time & on quality
    
  • Managing Customer Queries: Supporting internal and external customer queries.
    
  • Ensure that airlines maintenance programmes/planning deliverables are performed in accordance with customer's expectations
    
  • Lead interface meetings with main stakeholders to ensure an appropriate handover to support Customers.
    
  • Escalate any blocked query/risk to the organization to ensure a timely response to the customer
    
  • Ensure a good communication and provide technical expertise to the other teams located in the other Airbus sites (Europe, India, and Beijing)
    
  • Knowledge of EASA/FAA regulations & good general technical knowledge of aircraft, their maintenance & their operations
    
  • Perform airline on-site assistance for Maintenance Programs, Service Bulletins, planning evaluation, Parking & Storage activity and other services
    
  • Lead technical discussions at airline forums, conferences and on-site support with Airlines and MROs.
    

Your boarding pass:

• Bachelor’s of Science in Engineering preferred, or equivalent related experience.
  

• Master’s Degree in Engineering or related field preferred.
  

• Minimum of 10 years experience.
  

• Experience in the aircraft customer service field (Airline experience, MRO experience, Maintenance experience, etc) preferred.
  

• Authorized to work in the US.
  
• Team oriented - ability to work as a member of a team with other departments locally and internationally.
  
• Abillity and experience to lead multi-discipline projects.
  
• Airbus experience with various Airbus programs (A380, A350, LR, SA, WB).
  
• Data analysis.
  
• Engineering drawing creation and review.
  
• Ability to read/write/speak English.
  
• Ability to communicate effectively (written and verbal) with both internal and external customers in a professional manner.
  
• Demonstrates a high level of listening and speaking capabilities with all levels of management, internal and external.
  
• Demonstrates a refined approach to communication that resolves problems, facilitates consensus, and focuses on objectives.
  
• Displays model writing skills for others to emulate.
  
• Demonstrates simple and effective ways to communicate.
  
• Able to represent Engineering in presentations at Airbus related activities.
  
• Service Bulletin content, processes, and RDAF management.
  
• Aircraft engineering and configuration management (structure or system).
  
• KIT and parts management, including ordering.
  
• Familiarity with Airbus documentation (e.g., SRM/ASR, AMM/MP, IPC/AIPC, PMS, AWL).

Travel Required

• Up to 10% (Domestic and International)
  

Physical Requirements

• Onsite 100%
  
• Vision: Daily, able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings.
  
• Hearing: Daily, able to hear to participate in conversations in person and via computer meetings and teleconference or phone
  
• Speaking: Daily, 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): Daily, able to operate most office and personal electronic equipment.
  
• Carrying: Several times a week, able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
  
• Lifting: Several times a week, able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
  
• Pushing / Pulling: Several times a week, able to push and pull small office furniture and some equipment and tools.
  
• Sitting: Daily, able to sit for long periods of time in meetings, at a desk, or working on a computer.
  
• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.
  
• Standing: Daily, able to stand for discussions in offices
  
• Travel: Able to travel independently and at short notice.
  
• Walking (include routine walking such as to a shared printer to retrieve documents): Daily, able to walk through office and production areas including uneven surfaces.
  

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 Account and Service Management
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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.By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com .