Field Representative

2019-10-04T21:29:58.013

Key information

Customer services and support
Program / Customer Relations
Professional, Engineer & Manager
Grand prairie , Texas, UNITED STATES
Regular Full time, Full-time
Bachelor's Degree
More than 8 years
2019-77474

Job description

1.0 SUMMARY OF JOB PURPOSE:

Establishes and maintains open positive communication and proximity assistance with all Safran HE operators in specified region.
Ensure customers recognize position as the primary interface to resolve issues and provide technical expertise.
Report all service difficulties; promotes Safran image and provides market-related information.
Primary region of responsibility will be defined according to assigned territory. Secondary area of responsibility is supporting the surrounding regions to include support of other Safran HE sites.

2.0 ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • • Has complete technical familiarity with Arriel and Arrius engines, as well as general familiarity with the Makila and legacy engines in assigned region.
  • • Researches and answers customer technical questions. When necessary, provides on-site technical assistance and guidance to oversee repairs and/or troubleshooting of complex or unusual problems.
  • • Coordinates issue resolution with Engineering, Customer Service, and other personnel to expedite repairs and/or troubleshooting of components or other support issues.
  • • Integral part of Front Office team supporting the Customer Support Representatives, Customer Support Manager and Senior Management.
  • • Qualified to perform Levels 1 and 2 maintenance on engines operated in the assigned region to include specific Levels 3 tasks and Maintenance Technical Instructions (MTIs).
  • • Provides Level 1 and 2 familiarization to support off-site Maintenance instruction.
  • • Ability to communicate effectively in verbal and written form with internal and external customers, able to compose written documentation and to read and interpret various types of technical documentation.
  • • Communicates with customers within region and report using the CRM (NOMAD).
  • • Reporting of main service difficulties using the CRM (NOMAD) will include the results of the customer visits as well as comments on satisfaction experienced by customers.
  • • Provides market information regarding potential sales opportunities, SBH, spares, etc., including the upcoming need for overhaul of engines and modules.
  • • Capability to present Safran HE service offers and support on occasional basis commercial discussion with customer.
  • • Required to perform regular scheduled visits with customers. Example: Operators of 6-30 engines will receive 2 visits per year. Operators of 30+ engines will receive 4 visits per year. During face-to-face visits, engine data will be gathered and reported annually and bi-annually for operators flying more than 500 hours per year.
  • • Participates in customer visits within region of other Safran HE personnel as necessary.
  • • Accepts warranty claims for items listed on the “short circuit” warranty list.
  • • “On Call” duty rotation required.
  • • Travel required – 75%, including international travel.

Job requirements

4.0 REQUIRED COMPETENCIES – Education / Knowledge / Skills and Abilities

  • • Fluent in the English language, both written and verbal communication.
  • • FAA Airframe & Powerplant Certificate.
  • • Knowledge of Federal Aviation Regulations and application.
  • • Bachelor's degree (B.A.) or equivalent; or ten years of related experience and/or training; or equivalent combination of education and experience.
  • • Levels 1 and 2 Maintenance certification.
  • • Sikorsky, Bell or Airbus Helicopter airframe and SAFRAN HE engine experience required.
  • • Microsoft Office: Outlook, Word, Excel, PowerPoint.
  • • Knowledge of professional practices, sources of information, and rules and regulations that must be interpreted, adapted, and applied to the unique requirements of the organization.


5.0 PHYSICAL REQUIREMENTS:

  • • Occasionally lift and/or move up to 50 pounds.
  • • Occasionally climb 5 to 10 feet on aircraft steps.

Complementary description

3.0 SCOPE AND ACCOUNTABILITIES:

  • • Follows prescribed procedures to fulfill project objectives, making alterations as necessary, informing supervisor promptly; monitors expenditures. Acts at his own discretion, with long-term review or audit by direct management. Divulging of confidential and/or sensitive information could lead to damage to the reputation and/or competitive posture of the corporation. Errors may lead to high risk of major damage to the organization resulting in the need to create totally new approaches.

Company information

Safran Helicopter Engines

Safran is an international high-technology group, operating in the aircraft propulsion and equipment, space and defense markets. Safran has a global presence, with more than 91,000 employees. Working alone or in partnership, Safran holds world or European leadership positions in its core markets. Safran pursues a continuous strategy of differentiation through innovation and undertakes extensive ongoing research and development programs.

Safran is ranked among the Top 100 Global Innovators by Thomson Reuters and is featured on the "Happy at work" rankings. The Group places fourth on the Universum ranking for the favorite companies of newly-qualified engineers in France.

Safran Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 72,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.

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