Lead Field Service Engineer - Business Aviation

Job Detail

Lead Field Service Engineer supporting Business Aviation in the APAC region. This position provides technical support to individual operators of business jets within the defined region in addition to support and coverage of Bombardier and 3rd party service facilities. FSE would be expected to travel in support of regional customers. Core Responsibilities: Independent Professional Proactive customer issue resolution – leads within Customer Team (CT) Engages independently and proactively with customer Leverage and contribute to “Deep Dive” topics, uses all available resources to resolve issues  Fleet Management - knows "owned" customer base, anticipates issues and influences customers to effectively maintain engines Executes on Critical Items (SBs/Campaigns) impacting customer base Accurate and timely reporting in required systems (significant event reporting/1Fleet/) Salesforce case entry and management of current & historical customer issues/resolutions Lead After Action Reviews (AAR) for A2A/AOG/Significant Events or major Mx activities as necessary MRT(Mobile Repair Team) support (as necessary for any Mx tasks onsite with customer) Parts & tooling requests to support all maintenance tasks (ensure smooth mx operation) Data collection to support Leading Indicators Non-Technical customer inquiries (entitlements, novations, general questions) Data intelligence requests on aircraft status/sales/delivery/strategy (Sales, RAL, Leadership etc) Facilitate Service Requests & hardware returns Customer training (informal, technical process, best practices, manual interpretation) EIS support & Portal access/training as needed Commercial support (provide inputs for T&Ms & facilitating support from 3rd parties) Ownership of Authorized Service Center support within region Diagnostics Support (diagnostics mgmt., CNRs, data flow, trends, reviewing data to identify issues) Backup support for FSEs & assist customer support team as necessary Subject Matter Expert: Project management & ownership of A2A & AOG with Onsite presence as necessary Customer Technical Relationship Mgmt Technical Issue Resolution (SF Case Load & non tracked technical issues) Service Center Operations & Technical Relationship Mgmt Tactical regional support (knows customers/region and how to get things done) Product line technical acumen Program/Fleet Ownership" Independently leads tasks & projects for assigned customer base Assists Senior FSE/SPM as required Able to effectively communicate complex problems and deliver solutions Anticipates & manages events that affect customer deliverables Understands impact/influence of work on Customer Experience Able to navigate matrixed team / leverage support from Business Aviation team