Senior Customer Support Engineer

Aerospace Customer Support SpecialistAirbus is looking for an experienced Aerospace Customer Support Specialist to join the Customer Services organization in Mobile, Alabama. This critical role is centered on being a key player in the organization, dedicated to delivering timely and high-quality solutions to customers (airlines). By proactively managing inquiries and driving continuous improvement in tools and governance, you will deliver high-quality, timely solutions that define best-in-class service and ensure your customers thrive in a competitive global landscape. You will join a team of highly motivated professionals across the globe, striving to develop and deliver value-adding support and services to our customers in the field of Maintenance Engineering & Service Bulletins.Our Engineers have the privilege of working on complex, highly engineered machines and are involved at all stages of the aircraft life cycle, from product development to manufacturing and direct support to our airline customers. If you're interested in designing, creating, and testing the present and future of Airbus products across the globe, join our mission to connect the world.The Engineering Center in Mobile, Alabama houses hundreds of Airbus engineers who assist in the design and development of Airbus commercial aircraft cabins, including aftermarket upgrades, reconfigurations and services of all product types across the globe.At Airbus, we support you to work, connect and collaborate more easily and accessibly. Wherever possible, we support flexible working arrangements to stimulate innovative thinking.Your challenges:Manage a portfolio of customers for the delivery of Retrofit Solutions and Scheduled Maintenance services on cost, on time & on qualityManaging Customer Queries: Supporting internal and external customer queries.Ensure that airlines maintenance programmes/planning deliverables are performed in accordance with customer's expectationsLead interface meetings with main stakeholders to ensure an appropriate handover to support Customers.Escalate any blocked query/risk to the organization to ensure a timely response to the customerEnsure a good communication and provide technical expertise to the other teams located in the other Airbus sites (Europe, India, and Beijing)Knowledge of EASA/FAA regulations & good general technical knowledge of aircraft, their maintenance & their operationsPerform airline on-site assistance for Maintenance Programs, Service Bulletins, planning evaluation, Parking & Storage activity and other servicesLead technical discussions at airline forums, conferences and on-site support with Airlines and MROs.Your boarding pass:Bachelor's of Science in Engineering preferred, or equivalent related experience.Master's Degree in Engineering or related field preferred.Minimum of 13 years experience.Experience in the aircraft customer service field (Airline experience, MRO experience, Maintenance experience, etc) preferred.Authorized to work in the US.Team oriented - ability to work as a member of a team with other departments locally and internationally.Ability and experience to lead multi-discipline projects.Airbus experience with various Airbus programs (A380, A350, LR, SA, WB).Data analysis.Engineering drawing creation and review.Ability to read/write/speak English.Ability to communicate effectively (written and verbal) with both internal and external customers in a professional manner.Demonstrates a high level of listening and speaking capabilities with all levels of management, internal and external.Demonstrates a refined approach to communication that resolves problems, facilitates consensus, and focuses on objectives.Displays model writing skills for others to emulate.Demonstrates simple and effective ways to communicate.Able to represent Engineering in presentations at Airbus related activities.Service Bulletin content, processes, and RDAF management.Aircraft engineering and configuration management (structure or system).KIT and parts management, including ordering.Familiarity with Airbus documentation (e.g., SRM/ASR, AMM/MP, IPC/AIPC, PMS, AWL).Knowledge of Part 145 regulations and the aviation maintenance environment.Experience in aircraft maintenance and airline operations.Applies advanced technical principles, theories and concepts. Contributes to the development of new principles and concepts.Works on projects which include extremely complex, technical problems and require out of-the box thinkingUtilizes technical signatory and develops others in acquiring signatory.Works on unusually complex technical problems and provides solutions which are highly innovative and ingenious. Expected to "fix" issues.Provides guidance on a highly complex range of problems.Overall support to the SB Customer Support organization.Involved, negotiation type communication on a regular basis with internal and external partiesTravel RequiredUp to 10% (Domestic and International)Physical RequirementsOnsite 100%Vision: Daily, able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings.Hearing: Daily, able to hear to participate in conversations in person and via computer meetings and teleconference or phoneSpeaking: Daily, able to speak in conversations and meetings, deliver information and participate in communications.Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): Daily, able to operate most office and personal electronic equipment.Carrying: Several times a week, able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs.Lifting: Several times a week, able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.Pushing / Pulling: Several times a week, able to push and pull small office furniture and some equipment and tools.Sitting: Daily, able to sit for long periods of time in meetings, at a desk, or working on a computer.Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.Standing: Daily, able to stand for discussions in officesTravel: Able to travel independently and at short notice.Walking (include routine walking such as to a shared printer to retrieve documents): Daily, able to walk through office and production areas including uneven surfaces.Administrative position only PPE as required by site and/or customer site.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.Company: Airbus Americas Customer Services, Inc.Employment Type: US - Direct HireExperience Level: ProfessionalRemote Type: On-siteJob Family: Customer Account and Service Management