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Senior Product Support Engineer

Published
Customer services and support Singapore , Singapore Permanent Full-time Master Degree More than 5 years English Fluent
Published

Job Description

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) 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, implementations of systems or components modifications following Service Bulletins
• 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 and customer 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...
• Source for material, suppliers, 3rd parties, alternatives.
• Overview 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

Business Development
• Manage the development and implementation of Group and partners OEMs' new repair capabilities
• Gather market data, investment requirements, perform feasibility studies
• 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
• Support Marketing team for new businesses and projects
• Handle Request For Information or Request For Quotation for technical/commercial proposals
• Manage SAFRAN OEMs Support investment and be actively involved in repair policies

Complementary Description

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.

Leadership
• Nurture, train, coach and empower junior staff
• Set up workflow and procedures as per SAFRAN, ISO9001 and AS9110B standards.
• Lead staff in implementing department objectives. Counsel employees to improve performance. Resolve relationships issues and develop team building.
• Ensure that communication between all stakeholders – HQ, OEMs, Workshops, Operation, QA, Customers and Suppliers - is optimum.
• Report to management. Flow down relevant and timely information.

Continuous Improvement and Innovation
• Lead by example the Continuous Improvement and Innovation initiatives in the company.
• Pilot Company Improvement and Participative Innovation projects. Review progress, deliverables and gains for key innovations
• Be a driving force in the ONE SAFRAN and Green Belts Improvement
• Spearhead the QRQC, SQCDPI, 5S, Root Cause Analysis, ONE SAFRAN methodologies to be best in class.
• Coordinator for Participative Innovation, developing the company mindset and providing

Job Requirements

a) Degree in Mechanical/Electrical/Aeronautical Engineering
b) At least 5 years of Aviation Engineering experience, Aircraft Maintenance and Repair Operations, in OEM or MRO environment
c) Proficient in product support and trouble shooting procedures
d) Serviced-oriented with at least 3 years of customer support experience.
e) Effective Project Management and interpersonal skills
f) Knowledge of airworthiness regulations such as FAR145, EASA 145, SAR 145 and others
g) Experience in calibration requirements and procedures
h) Proficient with Microsoft software applications
i) Experience in OEM technical support, or related MRO operations/engineering
j) Must be familiar with technical support environment, processes, and manuals used for aircraft maintenance.
k) Working knowledge of the Aviation Airworthiness requirements like Part 145 is advantageous but not compulsory
l) Ability to multi task in a dynamic environment
m) Excellent communications skills. Well versed in written and spoken English
n) Innovative, flexible, creative. Willing to adopt emerging technologies
o) Able to think ahead, process data, make decisions and solve problems.
p) Motivated, driven, committed, reliable
q) Excellent attitude, good team player

logo safran

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 76,800 employees and sales of 15,3 billion euros in 2021 and holds, alone or in partnership, world or regional leadership positions in its core markets. Safran undertakes research and development programs to maintain the environmental priorities of its R&T and innovation roadmap.

Safran was ranked as the world's third best employer in its sector by Forbes magazine in 2021.

Safran Electronics & Defense is a world leader in the supply of solutions and services in optronics, avionics, electronics and critical software for both civil and military markets. The company equips more than 1,000 ships, 25,000 land vehicles and 10,000 aircraft worldwide.

76,800
employees worldwide
27
Number of countries where Safran is located
35
business area families
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