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.

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés.
Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME.

Safran Electronics & Defense propose à ses clients des solutions d'intelligence embarquée leur permettant d'appréhender l'environnement, de réduire la charge mentale et de garantir une trajectoire, même en situation critique, ce dans tous les environnements : sur terre, en mer, dans le ciel ou l'espace. La société met les expertises de ses 13 000 collaborateurs au service de ces trois fonctions : observer, décider et guider, pour les marchés civils et militaires.