Field Support Engineer

For us, working at Safran is more than just a job; it's a passion. There's the unique opportunity to lead the way in aerospace and defense and contribute to creating a safer and more sustainable world.

Job Summary:
The Field Support Engineer provides on-site technical support to clients, typically involving troubleshooting, installing, and maintaining hardware and software. They address technical issues at client locations, ensuring the smooth operation of systems and customer satisfaction.

Key Responsibilities:
- Provide technical support to field engineers, technicians and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical and hydraulic equipment
- Troubleshoot technical problems and issues, determine technical solution in accordance with product and customer specifications, and recommend actions to company or customer representatives for coordinative product solution
- Ensure customer satisfaction: monitor and solve issues, anticipate customer needs
- Collaboration: Work with clients and team members to identify, replicate, and resolve system malfunctions
- Root cause analysis: Perform root cause analysis to identify the underlying causes of technical problems
- Problem resolution: Develop and implement solutions to resolve technical issues
- Responsible for monitoring KPIs related to customer satisfaction (for technical issues): OTD on requests
- Make proposals to the customer services in relation to product performance: e.g. training on product, documentation, product usage, maintenance practice and CMM application
- Responsible for reporting all events and KPIs to the organization
- Support EIS
- Will represent the company as holding a “front office” position

Other Requirements:
This position requires use of information or access to hardware, which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
-Legally authorized to work in the US without company sponsorship.

Skills and Requirements:
-Analysis - Demonstrates the ability to provide a logical, in-depth analysis of a problem or situation.
-Cooperation - Takes personal initiative to proactively serve as team motivator creating strong morale and synergy.
-Coordinating - Ensures that information has been received and accurately understood by all parties.
-Customer Service Orientation - Provides customers with quality experiences, establishing and maintaining effective relationships.
-Dependability - Ensures that all details of a project are accurate before delegating to others.
-Judgment - Bases decisions on factual information and considers alternative courses of action before reaching decisions.
-Product Knowledge/Features/Benefits
-Usage of IS tools such as PLM, Digital Tech Pub tool usage, ENOVIA
-Airworthiness regulation
-Strong analytical and problem-solving abilities, knowledge of methods such as 8D
-Available to provide support outside the business hours
-Excellent communication and interpersonal skills
-Listening skills
-Reporting Cross sharing, transverse collaboration

Education/Experience:
-Bachelor's degree in engineering
-Aerospace Technical background
-Minimum of 5 years of experience in product support engineering
-Customer relationship
-Cultural understanding of customer

Education & Experience:
• Bachelor's degree in Engineering
• Aerospace Technical background
• Minimum of 5 years of experience in product support engineering

Skills and Qualifications:
• Positive Customer relationships
• Cultural understanding of customers
• Knowledge of IS tools such as PLM, Digital Tech Pub tool usage, Catia, etc.
• Airworthiness regulation
• Strong analytical and problem-solving abilities, knowledge of methods such as 8D
• Available to provide support outside of business hours for urgent business / customer requests
• Excellent communication and interpersonal skills
• Listening skills
• Reporting, sharing of best-practices, cross-collaboration

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

赛峰集团（Safran）是一家国际高科技集团公司，业务范围涵盖航空（推进、设备和内装）、防务和航天领域。其核心宗旨是致力于构建更安全且可持续发展的世界，让航空运输更加环保、舒适和便利。赛峰集团业务遍及全球，拥有100000名员工，2024年营业额为273亿欧元。单独或是通过合作，赛峰集团在其核心市场占据全球或地区领导地位。赛峰集团在其技术创新路线图中承诺将大力开展以环境为主导的研发项目。
赛峰集团（Safran）作为航空与防务领域的佼佼者，是行业中入选《时代》杂志“2024年度全球最佳公司”（World's Best Companies 2024）榜单的首家公司。

赛峰电子与防务公司（Safran Electronics & Defense）为其客户打造嵌入式智能解决方案，以便其在各种环境下（甚至在极端情况下），均可在海陆空及太空全领域掌握环境情况，减轻操作负荷并确保航迹稳定。公司拥有13,000多名员工，利用专业技能服务于三大职能领域，即为民事和军事市场开展观察、决策和导向作业。