Retrofit Solutions Support Engineer

Job Description:

• The job holder is responsible for providing daily support to Airlines or MROs regarding Service Bulletin inquiries to maintain continued aircraft airworthiness and improve Customers operations & profitability;

• The job holder is responsible for facilitating transnational collaboration, coordinate and follow up on customer inquiries;

• The job holder is responsible for the answer of Junior-level technical issue of Service Bulletin;

• The job holder is responsible for the Retrofit Solutions Customer Front Desk performance and to drive continuous improvement related to Customer Front Desk process, tools, governance to ensure the best queries answer is provided to our customers.

• Part of  24/7 Front Desk organisations

• Customers are potentially all Airbus customers worldwide

• +6000 queries per year related to Retrofit Solutions & knowledge on Service Bulletin-RDAF, Services and Customer Services Organization.

• Management of subcontractor quality

• All Airbus Platforms

• Main stakeholders: 1S, 1x, SB, SR, SIMR/Y/C, SIMEx, SIMAx, SID, 1IAZE & 1IAZU

• Dispatch to the right department, Answer to the internal & External Customer queries, Launch RDAF when necessary (initial or extension), to meet the Customer satisfaction, Quality and On -time delivery performances.

• Answer L0/L1/L2 queries and pass L3 or above queries to relevant contributor for further analysis;

• Escalate any blocked query/risk to the organization to ensure a timely response to the customer.

• Prepare RDAF Technical justification, fulfill the responsibilities under RTE delegation;

• Manage the quality check to ensure the answer is provided on time and on quality;

• Coordination with main stakeholders (Customer Care Center, Tech Data, field rep network, airworthiness team,...) to ensure an appropriate handover to support Customers.

• Improve customer satisfaction.

• Bachelor degree or above in Aeronautics, Aerospace Engineering;

• the part 121/145 regulations and environment, Aircraft maintenance and airlines operations.

• 3-5 years’ experience in airline maintenance & engineering domain on airbus aircraft;

• Knowledge of aeronautical/mechanical/avionics/structure engineering;

• Knowledge about Airbus documentation (SRM/ASR, AMM/MP, IPC/AIPC, PMS, AWL, MRBR, ALS/ALI etc…);

• Proficiency in spoken and written English and Chinese;

• Able to work in a multicultural and international environment.

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.

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