SB Customer Support Engineer

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Job Description:

Job Summary:

The Service Bulletin Customer Support organization has the mission to deliver and support value added solutions to maintain continued aircraft airworthiness and improve Airbus customer's operations & profitability. The SB Customer

Support Engineer provides overall support to the Service Bulletin business and liaisons with customers (airlines) to ensure the best decision is made for the interest of Airbus and its customers.

Primary Responsibilities:

1. Develop and maintain a comprehensive understanding of Service Bulletins (SBs) across all Airbus programs.

2. Facilitate communication and collaboration with program teams and other departments in Europe to ensure effective implementation of SBs.

3. Lead and oversee customer-centric projects, ensuring their successful execution within budget constraints.

4. Gather and consolidate inputs from various stakeholders to make informed decisions regarding SB implementation.

5. Participate in weekly follow-up meetings with European and local counterparts to discuss progress and address any issues.

6. Demonstrate strong communication skills for engaging in remote or in-person discussions with customers.

7. Analyze and prioritize airlines' input to make optimal technical decisions regarding SBs.

8. Ensure alignment of work practices with other programs and adherence to SB processes.

9. Provide support for internal and external improvement projects related to SB products, processes, and tools.

10. Identify potential customer needs and expectations related to SBs and incorporate them into decision-making

processes.

Additional Responsibilities:

1. Collaborate directly with Airbus teams (e.g., SB Production, Design Office, Customer Service Engineering) to facilitate effective communication and coordination.

2. Capture and relay customer feedback to the Airbus Customer Service organization for continuous improvement initiatives.

3. Support quality initiatives within the Airbus Customer Services organization.

4. Report monthly results related to Key Performance Indicators (KPIs) to track performance and identify areas for improvement.

Qualified Experience and Training:• Knowledge of aircraft configuration management and certification.• Broad experience in aircraft technology (structure and systems).• Excellent ability to communicate effectively (written and verbal) with both internal and external customers in a professional manner• Project management experience desired• Systems Engineering training or experience desired• Ability to read/write/speak English.• Team oriented - ability to work as a member of a team with other departments locally and internationally• Ability and experience to lead multi-discipline projects• Airbus experience preferred with various Airbus programs (A320 Family, A350, A330 Family primarily)• Able to take initiative and be self motivated• Able to develop, cultivate and maintain contacts• Airline experience is desired.• Proficiency with Google suite.• Basic programming knowledge desired• Coding in at least one of the industry-standard languages is desired

Education:

Required• Bachelor's Degree in Engineering or related field.

Preferred• Master's Degree in Engineering or related field.

Experience:

Required• Minimum of six years experience in an engineering classification.

Preferred• Experience in the aircraft customer service field (Airline experience, MRO experience, Maintenance experience,

etc.)

Licensure/Certifications:

Required• None required

Travel Required:• Up to 10% (Domestic and International)

Citizenship:• Authorized to work in the US.

Clearance:• None required

Qualified Skills:

Knowledge, Skills, Demonstrated Capabilities:

Required• Proficiency with G Suite.• Team oriented - ability to work as a member of a team with other departments locally and internationally.• Ability and experience to lead multi-discipline projects.

Preferred• Catia V5, AutoCAD, Solidworks, Python, Visual Basics, SQL• Airbus experience with various Airbus programs (A380, A350, LR, SA, WB)• Data analysis and machine learning• Engineering drawing creation and review

Communication Skills:

Required:• Ability to read/write/speak English.• Ability to communicate effectively (written and verbal) with both internal and external customers in a professional manner.• Demonstrates a high level of listening and speaking capabilities with all levels of management, internal and external.• Demonstrates a refined approach to communication that resolves problems, facilitates consensus, and focuses on objectives.• Displays model writing skills for other to emulate• Demonstrates simple and effective ways to communicate.• Able to represent Engineering in presentations at Airbus related activities.

Technical Systems Proficiency:

Required:• Extensive technical knowledge on overall Service Bulletin process.

Preferred:• NA

Complexity of the Role:• Applies advanced technical principles, theories and concepts. Contributes to the development of new principles and concepts.• Works on projects which include extremely complex, technical problems and require out of-the box thinking• Utilizes technical signatory and develops others in acquiring signatory.• Works on unusually complex technical problems and provides solutions which are highly innovative and ingenious. Expected to "fix" issues.• Provides guidance on a highly complex range of problems.

Level of Decision Making:• Primarily operational - decisions will have direct impacts to Airbus, customers, etc.• Works under consultative direction toward predetermined long- range goals and objectives• Assignments are often self- initiated• Determines and pursues courses of action necessary to obtain desired results

Organizational information:• See AAEC organization chart

Direct Reports:• Is this a people manager? no

Job Dimensions:• Overall support to the SB Customer Support organization

Nature of Contacts:• Primarily internal to Airbus - various organizations within the Customer Services organization• Serves as a spokesperson on advanced projects• Advisor to management and customers on technical matters

Physical Requirements:• Onsite or remote: 60% onsite• Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings - part of daily job• Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms - part of daily job• Speaking: able to speak in conversations and meetings, deliver information and participate in communications.-part of daily job• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and

personal electronic equipment - part of daily job• Carrying: able to carry documents, drawings, electronic equipment up to 30lbs/14kgs. - part of daily job• Lifting: able to lift documents, drawings, electronic equipment up to 30lbs/14kgs. - part of daily job• Sitting: able to sit for long periods of time in meetings, working on the computer. - part of daily job• Standing: able to stand for discussions in offices - part of daily job• Travel: able to travel independently and at short notice. - as required based on job needs• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office areas including uneven surfaces. - part of daily job• Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer

site - as required based on job needs

Equal Opportunity:

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status As a leader in our field, Airbus Helicopters, Inc. provides relocation assistance for qualified positions and a comprehensive

compensation and benefits package. As a matter of policy, Airbus Helicopters, Inc. does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus Helicopters, Inc. does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

NOTE: Airbus Helicopters, Inc. reserves the right to revise or change job duties and responsibilities as the need arises. This positiondescription does not constitute a written or implied contract of employment.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

Company:

Airbus Americas, Inc.

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

Flexible

Job Family:

Customer Eng.&Technical Support&Services

Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [email protected].