Field Service Engineer (m/f/d)

• Mission description
• Represents the OEM at Customer sites or by roving, providing advises and recommendations on operations and maintenance of OEM's Products, as first interface between Customer and the OEM as defined by the commercial agreements between both of them
• Establishes and maintains a climate of professionalism, confidence and trust with Customers and has an impeccable ethic with regards to the OEM interests.
• Listens to Customer understands its needs, monitors and analyzes Customer Satisfaction relative to the OEM Customer & Product Support
• Addresses actively and permanently the communication between Customer and OEM on all related issues (technical, logistic, warranty, commercial, financial … etc)
• Anticipates Customer difficulties and recommends solutions defined with the Customer Support team
• Track & report in the dedicated tools the Critical Items (CI) application and Customer Notification Report (CNR) resolution (for Leap programs these activities are key)
• Promotes OEM's image
• Is an active member of the Customer Team and attends all meetings requested by the Team, in coordination with the Customer Support Manager (CSM) or Customer Program Manager (CPM/CTL).
• Available for training and business trips on demand all around the world
• High professional availability: Reachable and available on 24/24 - 7 days a week basis for communication, appointment attendance and also per Senior Regional Manager (SRM) or Regional Manager (RM) instruction back-up for dedicated prime FSE absence.
• Helps Customer with
• Basic Technical Support, including but not limited to: OEM Technical Publication interpreting and concerns, Aircraft Maintenance Manual (AMM), Fault Isolation Manual (FIM), Illustrated Part Catalog (IPC)
• Line Maintenance actions
• Trouble shooting
• LRU replacement
• Ground-Run checks
• Fan trim balancing
• BSI
• Logistic concerns
• especially on AOG and Workstoppage situations in establishing communication between Customer, Customer Support Center (CSC) and OEM Logistic Department
• My CFM portal tools and logging (e-warranty, e-account, Remote Diagnostics, …)
• CSC case issuance and answer tracking
• Reports to Customer & Product Support Organization
• the in-service experience of OEM's Products through the appropriate FDM tool
• Helps Customer with Engine Shop Manual (ESM) and all concerned OEM Technical Documentation
• related to Shop Maintenance actions (Inspections, Repairs, Disassy / Reassy, Test, … etc)
• Reports to the Product Support organization the in-shop experience collected during engine shop visit Technical Education equivalent to Bachelor Degree or Graduated Engineer in Aeronautics or Mechanics
• Has a very good knowledge
• of OEM's Organization and uses his/her own network inside the OEM's departments

Qualifications

• Mastering English language – fluent reading, writing and speaking
• French is a plus
• Good technical knowledge of engine aircraft, aeronautic environment, experience in operational support and maintenance most appreciated
• Aptitude to take decisions related to aircraft engines operations and to provide high quality support without management proximity
• High quality communication and behavior skills, natural diplomacy
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