Customer Service Engineer

-; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A major aerospace company in Singapore is seeking an experienced professional for a technical support role in the MRO of nacelle systems. This position requires at least 6 years of relevant experience or an advanced degree with 3 years of experience. Responsibilities include providing technical support, liaising with MRO teams, and ensuring a positive customer experience through effective management of inquiries and solutions. Candidates with a strong technical background and project management experience are preferred.

Qualifications

• Minimum 6 years relevant experience or an Advanced Degree with 3 years of experience.
• Ability to manage customer inquiries technically.

Responsibilities

• Liaise with local MRO teams for customer support.
• Provide technical support and manage Aircraft on Ground concerns.
• Collaborate with internal teams for customer solutions.
• Manage local Turnback's & Escapes in technical inquiries.
• Identify continuous improvement initiatives.

Skills

Customer focused technical support

Nacelle component knowledge

Ability to read engineering drawings

Project management

Strong technical background

Education

Degree in Science, Technology, Engineering or Mathematics (STEM)

Advanced Degree in a related field

Job description

Job Description

Collins Business Unit- GASCA(Goodrich Aerostructures Service Centre) located at Changi North, specializes in the MRO of aircraft nacelle systems and airframe composite components. It is a leading supplier of nacelle systems to major commercial airframe and engine manufacturers and provides best-in-class MRO services for latest nacelle systems.

Responsibilities

• Liaison with local MRO teams ensuring optimal customer support to our customers
• Act as a Aerostructures point of contact responsible for providing time bound technical support including but not limited to; technical inquiry resolution, effective Aircraft on Ground (AOG) complex solution management, communicate technical rationale to justify support decisions to customers.
• Collaborate with internal Aerostructures Customer Support functions (AMTS - ASM, PSE, Repair Engineering and MRO - BDD, CAM, Repair Engineering) to ensure coordinated customer responses for both technical and commercial solutions.
• Collaborated with MRO CAM on technical subjects
• Review open Field Issues with all office, QC, team leaders
• Participating in MRO Kaizen Events, CORE activities, Goal Alignment
• Responded to customers' Technical Inquiries
• Manage local Turnback's & Escapes within the Technical Inquiry process, determine root cause, closure and mistake proofing
• Review and manage MFA feedback to and suitable customer loopback to ensure optimal Customer Experience.
• Support ASM's in recommendation of maintenance, repair and overhaul services
• Identify and implement continuous improvement initiatives and develop/update standard process / job instructions
• Administration of CX Tier Reviews
• Ensure a positive customer experience through managing effective execution of improvement initiatives derived from formal and/or informal customer feedback.
• Assess opportunities to partner with airlines to support field data collection

Qualifications You Must Have

• Typically requires a Degree in Science, Technology, Engineering or Mathematics (STEM) unless prohibited by local laws/regulations and minimum 6 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experience
• Experience providing customer focused technical support.

Qualifications We Prefer

• Possess Nacelle component knowledge. Ability to read and understand engineering drawings and technical manuals (AMM, CMM, IPC, SRM).
• Ability to appropriately de-escalate externally and expedite internally to ensure a positive customer experience while progressing the business.
• Strong technical background to quickly identify, understand and articulate in-service issues.
• Experience in project management.
• Experienced working in a high paced, high pressure, and high visibility external facing role driving effective resolutions internally and externally.
• Ability to craft and present key messages to both internal and external stakeholders at an executive level.
• Strong understanding of commercial implications of engineering changes, field issues, and investigations.