Job Description:

Job Objectives

Within the framework of the Customer Services policy, the job holder is part of the Team representing Airbus on site at the airline facility or in proximity to Customer as per the Station setup.

They assist the FSM by providing onsite technical assistance, having contact with Engineering & Maintenance, Flight Operations, Training and Spares, ensuring communication between the airline and Airbus, in order to satisfy the Airbus Customer Services obligations towards the support of the airline.

Activities can be performed in either a permanent station environment, within an EIS team or a multi AIB station (HUB).

Job Responsibilities

The FSR assists the FSM in building up the overall business relationship with the customer, by providing technical support, including guidance on troubleshooting and maintenance whilst providing familiarization on Airbus tools as is required by the Airline. In addition, the FSR protects Airbus products and image whilst promoting them as part of their day-to-day duties. 

As an FSR, the job holder is expected to:  
Technical assistance

• Perform ‘Meet and Greet’ activities (Ramp Operations) at Entry into Service (EIS) of a new A/C type at the airline. Transfer technical know-how to Line Maintenance.  
• Assist the airline on their technical inquiries by identifying, analyzing, and proposing solutions to problems or asking for specific support from Airbus when needed. 
• Assist & respond to airline queries during standby outside working hours in case of aircraft on ground (AOG) and incident inquiries. 
• Identify and solve problems wherever possible when they are small and not emotionally loaded.
• Provide a filtering function both ways to avoid misinterpretations during communication between the customer and Airbus. 
• Influence Customer in reduction of Operations Engineering Bulletin (OEB) with fix, emphasizing specific focus on RED OEB to enhance fleet safety. 

Positioning and relationship at Airbus and with the airline

• Represent Field Service at all technical levels, Maintenance Engineering, Flight Operations, Training and Spares. 
• Maintain required working relationships with the airline, through regular visits to all departments of the airline. During these visits, identify problems to be solved and propose solutions or forward to relevant specialists if necessary. Verify that the requests to/by the airline are properly addressed and reflect the real needs, and control those answers are provided to the airline. 
• Support the CSIP process by securing a high level of airline participation. 

Proximity with Airbus and reporting: 

• Maintain proper communication with the FSM/FSD and the other members of the Resident Customer Support team. 
• During EIS phase, relay technical events/snags to Airbus and provide requested data and information to Airbus to improve A/C maturity. 
• Support specific reporting on new aircraft post-delivery such as operational reliability focus on first 3 months (OR3M) process or similar.
• Maintain proper communication with all Airbus departments. Report to relevant Airbus departments as required on any issues that can impact airline satisfaction  
• Assist the FSM in producing the periodic reports.

Secondary Responsibilities

Participate in definition and development of IT projects and solutions such as Skywise Apps solutions (ex. using Slate/Foundry) and Salesforce platform to support customer and internal SCY needs.

Under the management of the FSM:

• Interface with S Managers, FHS Customer Programme Directors, Training Key Account Managers, NavBlue Product Managers, Digital Product Managers and Satair Sales Support Directors etc and help support their mission
• Provide timely and reliable information to Airbus higher management on the relationship with the customers and on critical issues
• Update reviews and reports as required
• Support Visitors logistics when required.
• Help support in organizing ERM (SMM) / FRM (TRM) Events
• Help support regional SEE technical forums

Job Requirements

• Be fluent with editing, spreadsheet and presentation tools
• Use Airbus Aircraft technical portal and Aircraft Technical publications professionally
• Hold professional qualifications in aerospace maintenance and or engineering
• Having Aircraft Type Maintenance qualifications will be an advantage
• Have at least five years’ experience in the aviation industry with at least 3 years hands-on experience in working in an MRO/OEM/Airline
• Possess an excellent track record of customer interfacing experience
• Have a strong level of aviation safety awareness
• Possess knowledge and awareness of Airline economics and contracting principles
• Be ready to settle in any other country
• Be autonomous and flexible and solution driven
• Have demonstrated high-level written and oral communication skills
• Possess good awareness of diplomacy and negotiation principles
• Have demonstrated ability to work in multi-functional teams
• Having a driving license will be an advantage

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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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&64;airbus.com.

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