Service Engineer

SAFRAN ELECTRONICS & DEFENSE SERVICES ASIA PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in the aerospace sector seeks a Field Service Engineer to deliver technical support across the Asia Pacific region. The role includes managing customer relationships, providing on-site assistance, and ensuring satisfaction through regular monitoring and analysis of KPIs. Candidates should have a Bachelor’s degree in engineering, a minimum of 5 years in product support, and strong interpersonal skills.

Qualifications

• Bachelor’s degree in engineering required.
• Minimum of 5 years in product support engineering.
• Experience in customer relationship management.

Responsibilities

• Provide comprehensive technical and operational support to customers.
• Manage entry into service processes and oversee logistical activities.
• Analyze incidents and propose service solutions.

Skills

Analytical skills

Problem-solving skills

Communication

Interpersonal skills

Listening skills

Team collaboration

Education

Bachelor’s degree in engineering

Aerospace technical background

Tools

PLM

Digital Tech Pub

Catia

Job description

Duties and Responsibilities:

In this role as a Field Service Engineer, you will be responsible for delivering comprehensive technical and operational support to customers within the Asia Pacific region. This includes managing entry into service processes and overseeing program, logistical, and product-related activities. The position requires regular interaction internally and with airline technical personnel and various departments within the customer and Safran entities.

• Serve as the primary contact for addressing customers’ technical, operational, and business concerns, representing the company as holding a “front office” position.

• Work with a full spectrum of customers, interfacing frequently with personnel at various seniority levels.

• Provide real-time information to customers and internal stakeholders with confidence.

• Analyze incidents and address them (whenever the support of the Back Office is not required) by providing technical, logistical, documentary, or service solutions that are in accordance with contractual or negotiated deadlines.

• Regularly inform the customer about the progress of support requests and provide estimated completion dates through appropriate communication channels.

• Provide advice to clients concerning their questions.

• Ensure follow-up and traceability based on contractual agreements, and maintain records of responses.

• Visit customers regularly to monitor tasks, provide training on products, and maintain test benches and tools.

• Provide on-site technical support as needed.

• Ensure customer satisfaction by monitoring and resolving issues and anticipating customer needs.

• Monitor KPIs related to customer satisfaction, such as on-time delivery (OTD) and time to resolve issues.

• Propose customer services related to product performance, including training, documentation, and maintenance practices.

• Report all events and KPIs to the central organization.

• Support EIS activities.

Education:

- Bachelor’s degree in engineering.

- Aerospace technical background.

Experience:

- Minimum of 5 years of experience in product support engineering.

- Customer relationship management experience.

- Cultural understanding of customer needs.

Technical Skills:

- Proficiency with IS tools such as PLM, Digital Tech Pub, Catia, etc.

- Knowledge of airworthiness regulations.

- Strong analytical and problem-solving skills, familiarity with methods such as 8D.

Behavioral Skills:

- Availability to provide support outside regular business hours.

- Excellent communication and interpersonal skills.

- Good listening skills.

- Ability to collaborate across teams and share information effectively.

- Willingness to travel approximately 50% of the time.