Senior Aerospace Customer Support Engineer

Aerospace Customer Support Specialist

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.

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.

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.
• Ability 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).
• Knowledge of Part 145 regulations and the aviation maintenance environment.
• Experience in aircraft maintenance and airline operations.
• Applies advanced technical principles, theories and concepts. Contributes to the development of new principles and concepts.
• Works on projects which include extremely complex, technical problems and require out of-the box thinking
• Utilizes technical signatory and develops others in acquiring signatory.
• Works on unusually complex technical problems and provides solutions which are highly innovative and ingenious. Expected to "fix" issues.
• Provides guidance on a highly complex range of problems.
• Overall support to the SB Customer Support organization.
• Involved, negotiation type communication on a regular basis with internal and external parties

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…