Duties and Responsibilities:
Customer Support
· Be actively involved in the customer support plan for Group and partners OEMs in the Asia Pacific region
· Communicate valued expertise to customers, and act as the interface between the OEMs and Asia-Pacific Airlines on technical issues, complaints or investigation requests to exceed customer satisfaction
· Manage emergency/crisis situations (Aircraft On Ground A.O.G.) in the region
· Manage customer and supplier relations across the region,
· Support the Entry Into Service for new programs
· Supervise fleet upgrade and retrofit campaigns, reviews of Service Information Letters (SIL), implementations of systems or components modifications following Service Bulletins (SB)
· Develop and draft end-user documentations and training materials
· Conduct training sessions for in-house teams as well as external customers
Repair Operations
· Lead repair workshops and customers support operations for SAFRAN Group and partners OEMs in Asia-Pacific
· Support a team of technicians, planners, supply chain officers and sales executives to deliver short Shop Processing Time
· Follow up repair orders to ensure systematic good performance and profitability
· Monitor Key Performance Indicators and report to selected OEMs
· Analyse In-Service Experience for timely feedback to OEMs: Devise reliability reports, analyse Shop Findings, piece parts consumption, productivity, etc…
· Attend Technical Review meetings
· Support existing repair capabilities by solving any issues or discrepancies which may arise, in order to resume activity as soon as possible.
· Trouble shooting of toolings, test benches, fixtures etc...
· Help sourcing for material, suppliers, 3rd parties, alternatives
· Establish calibration requirements
· Take a pro-active approach, initiate creative solutions to maintenance issues and assist the workshops in implementing best practices, Continuous Improvement, LEAN operations, cost reductions and applying lessons-learned from previous or bench-marked experiences
· Conduct investigation and write report to customers
· Manage technical disputes
· Follow up on technical improvement to customers
· Ensure that communication between all stakeholders – HQ, OEMs, Workshops, Operation, QA, Sales, CI, Supply Chain, Customers, and Suppliers - is optimum.
· Report to management. Flow down relevant and timely information.
Capabilities Development
· Participate in the development and implementation of Group and partners OEMs’ new repair capabilities
· Drive the progress of the tasks, pilot projects’ milestones review, report advancement, track investments and expenses, monitor contractors and suppliers, devise maintenance plans.
· Perform self-assessments, engineering studies, build up justification file and liaise with QA for smooth airworthiness application and repair capability integration.
· Review Testability and perform Shop validation
· As the Project Manager for the assigned project, drive the progress of the task, direct projects’ milestones review, track investments, monitor contractors and suppliers, devise maintenance plans
· Handle Request For Information or Request For Quotation for technical/commercial proposals
· Manage SAFRAN OEMs Support investment and be actively involved in repair policies
· Develop excellent relationships across multiple organizations & with all levels of workshops and other Company personnel.
· Safeguard interest of SAFRAN ELECTRONICS & DEFENCE SERVICES ASIA and partners OEMs
Health, Safety & Environment
· Comply with all health, safety and environment (HSE) regulations as prescribed by law and company’s policies.
· Actively participate and contribute to HSE initiatives & Corporate HSE programs and in HSE risk communications & mitigations.
Continuous Improvement and Innovation
· Lead by example the Continuous Improvement and Innovation initiatives in the company.
· Pilot Company Lean and Improvement projects. Review progress, deliverables and gains for key innovations
· Be a driving force in the Participative Innovation, ONE SAFRAN and Green Belts Improvement
· Spearhead the QRQC, SQCDPI, 5S, Root Cause Analysis, ONE SAFRAN methodologies to be best in class.
Perform any other duties as assigned
Experience and Qualifications:
a) Degree in Mechanical/Electrical/Aeronautical Engineering
b) At least 5 years of Aviation Engineering experience, Technical Support Aircraft Maintenance and Repair Operations, in OEM or MRO environment
c) Proficient in product support and trouble shooting procedures
d) Serviced-oriented with hands-on experience of customer support.
e) Effective Project Management and interpersonal skills
f) Experience in calibration requirements and procedures
g) Proficient with Microsoft software applications
h) Working knowledge of the Aviation Airworthiness requirements like Part 145 is advantageous
i) Sound knowledge of quality systems such as ISO9000 and AS9110
j) Excellent attitude, good team player, motivated, driven, committed, reliable. Take ownership of the projects
k) Ability to multi task in a dynamic environment
l) Excellent communications skills. Well versed in written and spoken English
m) Able to think ahead, process data, make decisions and solve problems.
