Job Description:

A. Accountabilities
⮚ The job holder is responsible for providing engineering assistance to the customers to ensure that all technical queries, concerns and needs are well answered and addressed within the defined time scale and with good quality, including onsite assistance when required and necessary.
⮚ The Job holder is responsible for analysing in-service events to identify potential issues (including airworthiness, reliability, cost, etc.),and launch appropriate corrective actions, ensuring proper follow-up with the relevant customer service organisations.
⮚ The job holder is responsible for customer communication and training in the domains of support engineering, scheduled maintenance and technical data to ensure the latest development & improvement & Solutions of Airbus products & services are effectively communicated to customers through various means of communication.

B. Dimensions
⮚ 2000 Airbus a/c in China;
⮚ 28 operators &43; 8 MRO’s;
⮚ 5 visit/assistance
⮚ 10 Technical Review Meeting
⮚ 5 Symposium/FMM

C. Main activities
⮚ support fleet managers and provide technical support on hot topics affecting the fleet and specific customers in the region
⮚ Ensure that customer issues have been well understood by central teams, promote implementation of fixes and feedbacks on efficiency and acceptance by customers

⮚ Answer or support technical queries raised by the customers within the defined time scale, in the domain of support engineering, scheduled maintenance, Service Bulletin, GSE and Technical data.
⮚ When triggered by Central, support or handle major AOG and abnormal events
⮚ Analyse all in-service events to identify potential impact on airworthiness, reliability, quality, cost of ownership, passenger and crew comfort, and operational cost.
⮚ Provide urgent in-situ technical assistance for complex subjects during technical meetings, or for complex troubleshooting when necessary including AOG.
⮚ Provide customers with familiarisation and refresher training on our products in the M&E domain.
⮚ Prepare and run regular webinars on support engineering issues on all programs
⮚ Provide Engineering support to other Customer Services departments, contribute to the regional seminar and meetings organised by the program team in the region.
⮚ Ensure good adaptation of the design office/Vendor proposed fix to customer in-service problem, accept or refuse the proposed solution.
⮚ Provide customers with solutions to their in-service issues.
⮚ Promote implementation of mitigation, solution or in-service issues on all programs

D. Deliverables
⮚ Customer satisfaction for Airbus maintenance & engineering support.
⮚ Volume and quality of the answers to technical queries.
⮚ Contribution to improving the safety and cost of ownership of Airbus Aircraft
⮚ Continuous Airworthiness of Airbus fleet in region
⮚ Analysis of in-service events & problems and solutions.

E. Qualifications
⮚ Engineering degree in university of aeronautics and astronautics
⮚ Knowledge about Airline & MRO maintenance & engineering activity, know Airline operations
⮚ Familiarised with Airbus technical documentation and manuals.
⮚ Complete type training for at least one of the A320/A330/A350.
⮚ Knowledge of CAAC Regulation, FAA/EASA is a plus.
⮚ Understand Customer needs and agility with business.
⮚ Good presentation skills and fluent in English, both oral and written.
⮚ Highly concerned by Customer service and service minded.
⮚ Ability to cope with a highly demanding environment.
⮚ Tenacious, open mindset, adaptable, and reliable

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.

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