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This is a Field Service Representative position which will be based in Singapore. The general statement of work includes: Providing global technical support of company products at customer sites and Boeing locations. Analyzes emerging customer requirements and develops or supports solutions to ensure product safety, integrity and supportability. Monitors customer product status for maintenance and operational issues. Troubleshoots and resolves product maintenance, operational and/or fleet reliability issues. Supports customer action plans and coordinates resources regarding airplane-on-ground (AOG) or non-mission capable (NMC) situations. Engages company resources to prevent and resolve in-service technical issues. Influences product improvements. Develops and executes customer support plan, provides technical advice, and conducts ad hoc training to enhance customer proficiencies. Acts as a liaison between customer leaders and Boeing leaders. Serves as a Boeing brand ambassador.
This is a 2-4 years work assignment only.
Daily responsibilities include, but are not limited to:
- Identifies and evaluates customers' business priorities and success criteria. Links company resources and priorities to develop or contribute to the development of strategy and support plan to achieve customer's operational objectives. Develops, deploys, and monitors customer support plans and takes action to meet performance objectives.
- Identifies opportunities to leverage company products to meet customer-specific requirements. Provides visibility of significant customer in-service problems and opportunities. Provides advice on the development of the sales strategy and proposal. Identifies potential products and service offerings.
- Monitors resolution of spare parts delivery and communicates with stakeholders regarding warranty and claims processing issues. Evaluates sales agreements to interpret customer entitlements. Develops technical and operational content for warranty and spare issues. Consults with customers regarding company charging policies.
- Analyzes customer's requirements and develops and conducts targeted training. Assesses training effectiveness and takes action to improve training delivery.
- Provides guidance and consultation to customers related to a broad range of technical and operational issues. Reviews and monitors fleet operational status and responds to customer requests. Conducts onsite in-depth research of company and customer data to resolve a broad range of issues and provide responses. Consult with company resources on technical support and status. Assesses response effectiveness.
- Conducts root-cause analysis on customer and company fleet data to identify/evaluate trends and opportunities to increase dispatch reliability. Reviews customer maintenance operations/ programs and provides recommendations to improve efficiency and increase aircraft availability. Conducts process improvement projects to increase customer self-sufficiency and/or reduce the demand for support. Validates or review effectiveness of company-provided solutions, and develops corrective and preventative action plans.
- Manages field-based work statement. Maintains location-specific data and provides required customer-specific reports for company visibility. Leads meetings between customer and company representatives. Manages customer expectations and demand for company resources. Maintains situational awareness and provides visibility of management-level customer concerns.
- Implements aircraft entry into service plans. Consults with customers and provides training and assistance with issues related to the maintenance, operations, troubleshooting, fault rectification and deferring Minimum Equipment List (MEL) items for aircraft models new to the airline. Provides hands-off assistance to customers in turn-around and dispatch of aircraft on the flight line. Assesses customers' new fleet readiness and develops plans.
- Understands the customers' requirements and project manages company resources, and develops action plans to provide/ensure customized solutions for aircraft in AOG situations. Tracks progress of the solution and maintains company and customer situational awareness. Conduct follow-up with the customer to ensure the solution was received and suitable.
- Leverage resources and expertise from the Boeing Company to provide technical expertise on airline operations.
- Work closely with the Field Service team onsite to ensure the transfer of knowledge to meet customer requirements and operational efficacy.
Basic Qualifications (Required Skills/Experience):
- Bachelor’s Degree (or higher) in Aerospace Engineering and/or Technology-related majors, or Airframe & Powerplant (A&P) license.
- Exhibit an outstanding customer service attitude. Must be flexible to changing schedules and requirements.
- Strong organizational and interpersonal/communication skills.
- Effective at managing multiple projects simultaneously, and able to meet tight deadlines.
- Minimum of ten years of related experience is required.
- Must possess Boeing Field Service and/or Customer Support experience
- Familiarity with Boeing Customer Support organizations, tools and processes desired
- Candidates must be eligible to work in Singapore.
Diversity & Inclusion Commitment:
At Boeing, diversity, equity, and inclusion are enduring company values. We strive to live these values every day not only because it’s the right thing to do, but because our success depends on it. The company’s commitment to diversity and inclusion means providing a work environment for all employees that is welcoming, respectful and equitable, with opportunities for personal and professional development.
