The Field Service Representative

3 weeks ago

Brisbane, Australia Airbus Group Australia Pacific Full time

Brisbane
About us
Airbus in Australia Pacific is a leading aeronautical business employing people across multiple sites in Australia and New Zealand.
At Airbus our people are the source of our strength. Our people work with passion and determination to make the world a more connected, safer and smarter place in the air and on the ground. We celebrate diversity of thought and we are committed to fostering a culture where our people are supported, our teams have the space and tools to be creative and have the courage to challenge the norm.
The opportunity
The Field Service Representative (FSR) serves as the main technical point of contact between the customer and Airbus, acting as the customer interface at the base site and occasionally off-site for all In Service Support matters.
Accountabilities
- Ensure permanent onsite technical support and representation of Airbus at customer base, to ensure safe aircraft operations in the most economical conditions to the benefit of the customer.
- The FSR acts as single technical point of contact between the customer and Airbus, being the interface of the customer on site at MOB and off-MOB occasionally, when if needed for all aspects relative to In Service Support.
- Assist the customer in maintaining operations reliable and economic, advice customer's technical personnel on troubleshooting, maintenance and repair work procedures for maintenance programs and Ground Support Equipment, modification embodiment and spare parts handling, while collecting operational data.
- Lead, monitor or advise the Airbus maintenance teams and external support organizations to develop good personal and technical relations with the customer.
- Locally ensure that operator's needs are correctly met by Airbus' resources, that the contractual performance of the maintenance service is accurate, that the flow of information between Airbus and the operator is optimal, and that Airbus' interests are best protected.
- Within the framework of the Airbus Defense & Space Customer Services, the job holder represents Airbus Defense & Space on Customer Main Operating Bases (MOB) for Transport and Mission aircraft.

**Airbus representation**:

- Be the primary daily focal point in the interface between Airbus and the customer ́s maintenance and operational organizations during fleet acceptance, Entry Into Service, FISS or other related services.
- Liaise as focal point with AD & S appropriate organizations and/or with the customer to set-up possible new services contracts.
- Act as focal point to coordinate all kind of visits, meetings or Working Parties on MOB with the different AD&S organizations or external suppliers and the customer.
- In advance “detection and solving” of Airbus ́ faults/errors in operational and technical documentation and procedures, engineering support, spare parts supplies discrepancies and any contractual deviation to avoid customer disappointment, acting as focal point of maintenance issues in front of the customer.
- Assess perceived customer satisfaction, as well as collect customer ́s feedback to improve the service.

**Technical Assistance**:

- Coordinate Airbus and customer maintenance teams on both hangar MRO and line maintenance tasks, to ensure an optimal support service to the customer.
- Coordinate, integrate and supervise all actors, to develop and implement the necessary aircraft repair and recovery procedures to obtain applicable organization approvals as appropriate.
- Coordinate Airbus disciplines when needed in technical investigations or technical problem solving.
- Ensure that the customer has in place the correct procedures to report technical and safety issues.
- Advise the customer on components warranty management and the function of auxiliary workshops (Propellers, Engines, batteries, etc.)
- Ensure the correct processes are put in place to implement any modification (Service Bulletin, authorized repairs, design deviations, etc....) on the aircraft. Assess the aircraft status and coordinate the maintenance plans before implementation to ensure the correct compliance of the task.
- Collect, Monitor and report any relevant support for all specific operational, logístical, maintenance and safety issues. Provide requested data and analysis to Airbus.
- Ensure that all queries are properly answered (Tech Publications, Engineering, Logistic...) to reinforce the quality standards of the company.
- Analyze and monitor the evolution on the fleet operational activity and recommend any necessary improvements to ensure the correct maintenance schedules and maintenance practice.
- Report operationally to the Head of FSR and AMTAC to analyze the main topics of the fleet and correct them.

**Training and Fleet Entry into Service**:

- Detect lack in training provided to customer ́s maintainers/operators to optimize efficiency of the operation.
- Coordinate, monitor and provide the necessary information to complete the skills of the customer's technicians
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