Field Support Engineer

Job Description

Step into the world of aviation excellence by joining a global leader in aircraft seating innovation, trusted by prestigious airlines worldwide. At Safran Seats, you will play a vital role at the heart of the action, working closely with Emirates Airlines and traveling across the Middle East region to provide essential technical support where it truly matters.

Your mission:

As a key member of our Field Support team based in the United Arab Emirates, you will be on the frontline, ensuring the optimal performance and reliability of our products within Emirates Airlines' fleet. Your technical expertise and customer-focused approach will make you a valued ambassador of the Safran brand in the region.

Key Goals:

• Serve as the central point of contact for customer technical support and product-related inquiries.
• Cultivate strong customer relationships, understand their needs, and monitor satisfaction levels.
• Enhance the technical partnership with customers by providing valuable insights and promoting loyalty.
• Champion Safran Seats' products and corporate image.

Primary Responsibilities:

• Ensure the optimal performance of Seats in service:
• Offer technical support, diagnostics, and configuration management to maintain equipment airworthiness and safety.
• Assist in implementing and planning working parties linked to service bulletins, retrofit operations and programs.
• Participate in Internal Entry Into Service reviews and preparation.
• Train operators' maintenance crews.
• Facilitate effective communication between Safran Seats and operators:
• Clarify technical reference documents.
• Organize and participate in Technical Review Meetings and aftermarket reviews.
• Facilitate communication between operators and Product Support Teams.
• Monitor and oversee technical actions carried out in collaboration with customers.
• Support and promote Safran Seats products and services.
• Contribute to product and service enhancement:
• Identify and capture operators' perceptions and requirements in the field.
• Propose corrective actions and improvement strategies.
• Data management:
• Maintain up-to-date information on the fleet, customers, and competitor fleets.
• Customer insight:
  Maintain a thorough understanding of customer operations.

Job Requirements:

Master or bachelor's degree in general engineering (electronics/Mechanics is a plus) and 3+ years of experience within the Aeronautic industry in a customer-facing role, such as final assembly line or aftermarket / aftersales services.

• Proficiency in technical skills related to current and emerging Seats, repairs, systems troubleshooting & diagnostics, performance, and aircraft/platform interfaces.
• Quality oriented – strong knowledge of Part-145 regulations.
• Understanding of maintenance/service costs.
• Strong analytical and synthesis abilities.
• Excellent communication skills, including remote and multi-relational communication.
• Ability to work independently, adapt to changing circumstances, collaborate remotely, and team working.
• Fluency in English/French and knowledge of local language.
• Ability to adapt and navigate effectively in multicultural environments.
• Familiarity with both the internal structure of the company and customer organizations.
• Leadership skills.
• Training skills.
• Ability to work under pressure.
• Very Flexible, Adaptable and Pro-active.

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Aerosystems is one of the world leaders in aviation systems dedicated to aircraft and helicopter safety, as well as fluid and fuel management. The company is a key player in the field of flight safety (oxygen, evacuation, floatation) and participates in the decarbonization of aviation through enabling sustainable alternative fuels and new engine architectures. It has 5,200 employees in 7 countries.