Customer Service Engineer IV

Cessna Aircraft Company; Daerah Khusus Ibukota Jakarta; Remote; USD 50.000 - 80.000; Full time

Job summary

Cessna Aircraft Company is seeking a Customer Service Engineer IV to provide technical support to aircraft owners in the Asia Pacific region. This position involves travel, extensive interaction with customers, and requires a minimum of 10 years of helicopter maintenance experience. The ideal candidate will focus on enhancing customer satisfaction while working independently in a remote capacity.

Qualifications

• At least 10 years' hands-on helicopter maintenance experience.
• Minimum 5 years’ experience working on Bell helicopters.
• Fluent in English.

Responsibilities

• Deliver world-class technical support to Bell aircraft owners.
• Consult on customer technical issues and provide maintenance.
• Handle warranty-related matters and facilitate purchasing.

Skills

Technical troubleshooting

Customer service

Communication

Maintenance expertise

Leadership

Education

Relevant certification (e.g., FAA A&P or LAME)

Job description

Job Description - Customer Service Engineer IV (333001)

Job Number:

Customer Service Engineer IV (333001)

We are pioneers. We were the first to break the sound barrier and design the first functional jetpack. We were aboard NASA’s first lunar mission and brought advanced tiltrotor systems to market. Today, we are defining the future of on-demand mobility. At Bell, we are proud to be an iconic company with superb talent, rapidly creating novel and coveted vertical lift experiences.

Bell is seeking a Customer Service Engineer (CSE), based in Indonesia, to support Bell customers in the Asia Pacific region. This role requires extensive travel to support the assigned territory.

The individual selected for this role will deliver world-class technical support to Bell aircraft owners in the region. This individual is a direct link for the customer to Bell support, including technical assistance, aircraft operational guidance, logistical assistance, and sales support.

Job Responsibilities

Responsible for representing Bell to our customers worldwide. To develop and enhance customer satisfaction by providing a direct link between various Bell entities and our customers, leading to a great customer experience and increased sales.

Technical Support:

• Consult on customer technical issues to maintain, repair, and upgrade aircraft.
• Provide hands-on maintenance for Bell aircraft during company-sponsored demonstrations and shows.
• Conduct expert troubleshooting to minimize aircraft downtime and ensure customer satisfaction.
• Sign off on Bell-owned aircraft maintenance activities.
• Develop and conduct formal presentations on maintenance-related topics to customers, such as conferences and seminars (e.g., rotor track and balance, human factors).
• Advise customers on appropriate spare parts and purchase volumes.
• Establish relationships between aircraft salespersons and customers, resulting in aircraft sales and aftermarket support.
• Assist salespersons during sales demonstrations in the field as a technical expert.

Administrative Support:

• Handle warranty-related matters, ensuring warranty policies and guidelines are followed.
• Facilitate customer experience during the purchase of aftermarket parts and services.
• Assist with scheduling and translating courses at the Bell Training Academy for international clients.
• Collect aircraft data to inform spares sales, service offerings, and new business development.

General:

• This position is remote and operates independently.
• Must be on-call 24/7 to support aircraft maintenance and support needs.
• At least 50% travel required.
• Require a minimum of 10 years' hands-on helicopter maintenance experience with a relevant certification (e.g., FAA A&P or LAME).
• At least 5 years’ experience working on Bell helicopters.
• Experience supporting helicopters in the field and at maintenance centers.
• Leadership or managerial experience preferred.
• Overseas work experience is a plus.
• Experience with EFIS, FADEC systems, and integrated avionics.
• Fluent in English (reading, writing, speaking).
• Ability to travel on short notice, including weekends.
• Must reside in or be willing to relocate to the service area.
• Physical ability to work on aircraft in demanding environments, including climbing ladders, lifting up to 25 lbs, crawling, and working in various weather conditions.

Customer satisfaction is the primary focus of this position, aiming to foster customer loyalty to the Bell brand.

Join our diverse, inclusive environment where your unique experiences and ideas contribute to our passion for innovation and excellence in vertical lift.