Field Service Representative |FCR|

Job Description:
The jobholder reports operationally to Field Service Manager (FSM) and administratively to the FieldService Director for Airbus HR processes
Basic Purpose:
Within the framework of the Customer Services policy, the job holder represents Airbus on site at theairline facility or in proximity to Customer as per the Station setup.He assists the FSM by providingon site technical assistance, having contact with Engineering & Maintenance, Flight Operations, Training and Spares,ensuring communication between the airline and Airbus, in order to satisfy theAirbus Customer Services obligations towards the support of the airline. The jobholder also manages thestation, if he is the only representative in the airline or station.
Activities can be performed in either a permanent station environment, within an EIS team or a multi AIB station (HUB).In certain circumstances the FSR may be nominated as a CSC (Customer Support Contact) in case of no CSD being allocated and as agreed with SCx (HOR) and SCY FSD
Major Challenges of the Position:
∙Provide technical advice and transfer know-how to Engineering & Maintenance departments atEntry In to Service of a new A/C type within a customer. This may involve matching working hours toFlight schedule for a limited period of time (adapted to needs according to the A/C maturity)
∙ Interface and communicate with all departments at Airbus and the airline taking into account thechanging organizations
∙Assist in resolving aircraft technical problems whilst under high pressure from the airline duringaircraft on ground (AOG) situations to mitigate airline involves financial exposure
∙Demonstrate reactivity in front of Customer queries including timely facilitation of tech request
∙Influence airlines to embody OEB (operations engineering bulletin) (in particular RED OEB) in order toenhance fleet safety
∙Be able to provide assistance on a wide variety of issues & queries,not only limited to technical butfor all operational matters.
∙ Provide swift and pragmatic solutions to technical related matters on the aircraft in order to limitissues becoming emotionally charged
∙Be proactive in supporting the airline technical operation, including Flight Operations, Training and Spares.
∙Act as communication and cultural facilitator within the Airbus FS team
∙Maintain a business relationship with the airline and the home base
∙ Adapt to specific airlines needs, including cultural and climatic environments
Main Responsibilities:
The FSR assists the FSM in building up the overall business relationship with the customer, byproviding technical support, including guidance on troubleshooting and maintenance whilst providingfamiliarization on Airbus tools as is required by the Airline.
In addition the FSR protects Airbus products and image whilst promoting them as part of his/her day today duties
As a FSR, the job holder is expected to indulge in the following:
A/ Technical assistance:
• Perform Meet and Greet activities (Ramp Operations) at Entry Into Service (EIS) of a new A/C type atthe airline. Transfer technical know-how to Line Maintenance
• Assist the airline on their technical inquiries by identifying, analyzing, and proposing solutions toproblems or asking for specific support from Airbus when needed.
• Assist & respond to airline queries during standby outside working hours in case of aircraft on ground (AOG) and incident inquiries
• Identify and solve problems wherever possible when they are small and not emotionally loaded.
• Provide a filtering function both ways to avoid misinterpretations during communication between the customer and Airbus
• Influence Customer in reduction of OEB with fix, emphasizing specific focus on RED OEB toenhance fleet safety

B/ Positioning and relationship at Airbus and with the airline:
• Represent Field Service at all technical levels, Maintenance Engineering, Flight Operations,Training and Spares
• Maintain required working relationship with the airline, through regular visits to all departments of theairline. During these visits, identify problems to be solved and propose solutions or forward to relevantspecialist if necessary.

Verify that the requests to/by the airline are properly addressed and reflect the real needs, and control that answers are provided to the airline
• Support CSIP process by securing high level of airline participation

C/ Perform the Role of Customer Support Contact where there is no CSD allocated (if agreed by FSD and nominated by HOR):
• Update Airbus key contacts and Airline organization in CRM (crew resource management) contactlist
• Provide the status of applicable Airbus monitored retrofit campaigns
• Advise the airline on airline fleet and worldwide reliability statistics
• Update on current and future mandated modification requirements
• Briefing on selected services, support tools such as Tech Request, Airbus World-Communicate regarding Airbus Events to the customer
• Advise on available Airbus Training
• Transfer of the aircraft MSN (manufacturer's serial number) in the Airbus data base
• Handover of Flight Safety Digest's, Brochures (Fast, Safety Magazine, etc) or promote the on lineversions

D/ Proximity with Airbus / reporting:
• Maintain proper communication with the FSM/FSD and the other members of the ResidentCustomer Support team.
• During EIS phase, relay technical events/snags to Airbus and provide requested data andinformation to Airbus to improve A/C maturity
• Support specific reporting on new aircraft post-delivery such as OR3M process or similar.
• Maintain proper communication with all Airbus departments. Report to relevant Airbus departments asrequired on any issues that can impact airline satisfaction
• Assist the FSM in producing the periodic reports

E/ Behave ethically and responsibly at all times whilst on station:
• The FSR shall be bound to conform to Airbus policies and procedures (Airbus Internal regulation, HRPolicies, Legal &Compliance, Airbus IT Charter, Use of facilities...), security rules.
• Take good care or Airbus or airlines assets (i.e. office, car, computer, telephone, ..) - Follow all ethics and compliance training and abide by them
• Ensure in country administration needs are to be complied with.
• Respect local culture and practices.

F/ SFSR additional scope:
• The SFSR acts as a deputy to his FSM
• Manages jobs/projects assigned to him by the FSM
• He is able to manage a station on his own, including during an EIS

Major End Results:
∙Guarantee a level of support,which will contribute to overall airline satisfaction, safety and profitability and in doing so contribute to build long-term positive relationship between the airline andAirbus.
∙ Support the airline to improve OR and mitigate the impact of OIs.
∙Ensure very high levels of communication and understanding between the airline and Airbus ∙Airbus Field Service knowledge and competences transfer to the airline
∙ High CSIP score for Airbus overall and Field Service as a specific department.
Desired Qualifications:
• Should be an AME (Aircraft Maintenance Engineer) in B1-B2 or B1 or B2
• Management experience at airline Line and/or base maintenance
• MCC (maintenance Control Center) experience (if possible)
• CAMO (Continued Airworthiness Management Organization) functions knowledge of aircraft areairworthy and comply with relevant aviation regulations

Amongst other activities, to analyze aircraft airworthiness directives and service bulletins while alsopreparing aircraft maintenance programmes
• Good knowledge of Airbus tools such as :

● Airbus World
● AirnavX
● Tech Request
● Skywise SHM or Airman Web
● microsoft office and Google Suite
Those qualified with Airbus A320's and A330's are preferred
Minimum 10 years experience or B.Sc or MBA in Aviation Maintenance with (5 -10) years experience)
Job Disclaimer & Notifications:
We bring to the notice of all concerned that Airbus Group India Pvt. Ltd (hereinafter referred to as "AGI") follows a fair and merit-based employee selection and recruitment practice.
Airbus Group India does not:
● Send job offers from free email services including but not limited to Gmail, Rediffmail, Yahoo mail, Hotmail and others
● Authorize anyone to either collect money or arrive at any monetary arrangement in return for a job at AGI
● Charge / accept any form of consideration or security deposit from job seekers and applicants during any stage of the selection and/ or recruitment process
● Request for your credit card number or bank account number
It has come to our attention that fake job offers under the aegis of Airbus India or Airbus Group India Pvt. Ltd. have been circulated by unauthorized personnel. On receipt of an interview call for any job at AGI, the candidate may take some measures such as visiting the official website or career site of Airbus to get the contact details to enquire with the Human Resources department of Airbus India regarding such jobs and/or the interview details and any other relevant information
For further information on Airbus India Careers, please click here. Please check www.airbus.com to get the contact details and enquire with the company to confirm if any information that you have received is genuine; do not respond to any fraudulent communication. AGI will not be responsible to anyone acting
on an employment offer not directly made by Airbus Group India Pvt Ltd. anyone making an employment offer in return for money or other type of gain is not authorized by AGI and is not offering an approved job. AGI reserves the right to take legal action, including criminal action, against such individuals/entities
The jobholder reports operationally to Field Service Manager (FSM) and administratively to the FieldService Director for Airbus HR processes
Basic Purpose:
Within the framework of the Customer Services policy, the job holder represents Airbus on site at theairline facility or in proximity to Customer as per the Station setup.He assists the FSM by providingon site technical assistance, having contact with Engineering & Maintenance, Flight Operations, Training and Spares,ensuring communication between the airline and Airbus, in order to satisfy theAirbus Customer Services obligations towards the support of the airline. The jobholder also manages thestation, if he is the only representative in the airline or station.
Activities can be performed in either a permanent station environment, within an EIS team or a multi AIB station (HUB).In certain circumstances the FSR may be nominated as a CSC (Customer Support Contact) in case of no CSD being allocated and as agreed with SCx (HOR) and SCY FSD
Major Challenges of the Position:
∙Provide technical advice and transfer know-how to Engineering & Maintenance departments atEntry In to Service of a new A/C type within a customer. This may involve matching working hours toFlight schedule for a limited period of time (adapted to needs according to the A/C maturity)
∙ Interface and communicate with all departments at Airbus and the airline taking into account thechanging organizations
∙Assist in resolving aircraft technical problems whilst under high pressure from the airline duringaircraft on ground (AOG) situations to mitigate airline involves financial exposure
∙Demonstrate reactivity in front of Customer queries including timely facilitation of tech request
∙Influence airlines to embody OEB (operations engineering bulletin) (in particular RED OEB) in order toenhance fleet safety
∙Be able to provide assistance on a wide variety of issues & queries,not only limited to technical butfor all operational matters.
∙ Provide swift and pragmatic solutions to technical related matters on the aircraft in order to limitissues becoming emotionally charged
∙Be proactive in supporting the airline technical operation, including Flight Operations, Training and Spares.
∙Act as communication and cultural facilitator within the Airbus FS team
∙Maintain a business relationship with the airline and the home base
∙ Adapt to specific airlines needs, including cultural and climatic environments
Main Responsibilities:
The FSR assists the FSM in building up the overall business relationship with the customer, byproviding technical support, including guidance on troubleshooting and maintenance whilst providingfamiliarization on Airbus tools as is required by the Airline.
In addition the FSR protects Airbus products and image whilst promoting them as part of his/her day today duties
As a FSR, the job holder is expected to indulge in the following:
A/ Technical assistance:
• Perform Meet and Greet activities (Ramp Operations) at Entry Into Service (EIS) of a new A/C type atthe airline. Transfer technical know-how to Line Maintenance
• Assist the airline on their technical inquiries by identifying, analyzing, and proposing solutions toproblems or asking for specific support from Airbus when needed.
• Assist & respond to airline queries during standby outside working hours in case of aircraft on ground (AOG) and incident inquiries
• Identify and solve problems wherever possible when they are small and not emotionally loaded.
• Provide a filtering function both ways to avoid misinterpretations during communication between the customer and Airbus
• Influence Customer in reduction of OEB with fix, emphasizing specific focus on RED OEB toenhance fleet safety

B/ Positioning and relationship at Airbus and with the airline:
• Represent Field Service at all technical levels, Maintenance Engineering, Flight Operations,Training and Spares
• Maintain required working relationship with the airline, through regular visits to all departments of theairline. During these visits, identify problems to be solved and propose solutions or forward to relevantspecialist if necessary.

Verify that the requests to/by the airline are properly addressed and reflect the real needs, and control that answers are provided to the airline
• Support CSIP process by securing high level of airline participation

C/ Perform the Role of Customer Support Contact where there is no CSD allocated (if agreed by FSD and nominated by HOR):
• Update Airbus key contacts and Airline organization in CRM (crew resource management) contactlist
• Provide the status of applicable Airbus monitored retrofit campaigns
• Advise the airline on airline fleet and worldwide reliability statistics
• Update on current and future mandated modification requirements
• Briefing on selected services, support tools such as Tech Request, Airbus World-Communicate regarding Airbus Events to the customer
• Advise on available Airbus Training
• Transfer of the aircraft MSN (manufacturer's serial number) in the Airbus data base
• Handover of Flight Safety Digest's, Brochures (Fast, Safety Magazine, etc) or promote the on lineversions

D/ Proximity with Airbus / reporting:
• Maintain proper communication with the FSM/FSD and the other members of the ResidentCustomer Support team.
• During EIS phase, relay technical events/snags to Airbus and provide requested data andinformation to Airbus to improve A/C maturity
• Support specific reporting on new aircraft post-delivery such as OR3M process or similar.
• Maintain proper communication with all Airbus departments. Report to relevant Airbus departments asrequired on any issues that can impact airline satisfaction
• Assist the FSM in producing the periodic reports

E/ Behave ethically and responsibly at all times whilst on station:
• The FSR shall be bound to conform to Airbus policies and procedures (Airbus Internal regulation, HRPolicies, Legal &Compliance, Airbus IT Charter, Use of facilities...), security rules.
• Take good care or Airbus or airlines assets (i.e. office, car, computer, telephone, ..) - Follow all ethics and compliance training and abide by them
• Ensure in country administration needs are to be complied with.
• Respect local culture and practices.

F/ SFSR additional scope:
• The SFSR acts as a deputy to his FSM
• Manages jobs/projects assigned to him by the FSM
• He is able to manage a station on his own, including during an EIS

Major End Results:
∙Guarantee a level of support,which will contribute to overall airline satisfaction, safety and profitability and in doing so contribute to build long-term positive relationship between the airline andAirbus.
∙ Support the airline to improve OR and mitigate the impact of OIs.
∙Ensure very high levels of communication and understanding between the airline and Airbus ∙Airbus Field Service knowledge and competences transfer to the airline
∙ High CSIP score for Airbus overall and Field Service as a specific department.
Desired Qualifications:
• Should be an AME (Aircraft Maintenance Engineer) in B1-B2 or B1 or B2
• Management experience at airline Line and/or base maintenance
• MCC (maintenance Control Center) experience (if possible)
• CAMO (Continued Airworthiness Management Organization) functions knowledge of aircraft areairworthy and comply with relevant aviation regulations

Amongst other activities, to analyze aircraft airworthiness directives and service bulletins while alsopreparing aircraft maintenance programmes
• Good knowledge of Airbus tools such as :

● Airbus World
● AirnavX
● Tech Request
● Skywise SHM or Airman Web
● microsoft office and Google Suite
Those qualified with Airbus A320's and A330's are preferred
Minimum 10 years experience or B.Sc or MBA in Aviation Maintenance with (5 -10) years experience)
Job Disclaimer & Notifications:
We bring to the notice of all concerned that Airbus Group India Pvt. Ltd (hereinafter referred to as "AGI") follows a fair and merit-based employee selection and recruitment practice.
Airbus Group India does not:
● Send job offers from free email services including but not limited to Gmail, Rediffmail, Yahoo mail, Hotmail and others
● Authorize anyone to either collect money or arrive at any monetary arrangement in return for a job at AGI
● Charge / accept any form of consideration or security deposit from job seekers and applicants during any stage of the selection and/ or recruitment process
● Request for your credit card number or bank account number
It has come to our attention that fake job offers under the aegis of Airbus India or Airbus Group India Pvt. Ltd. have been circulated by unauthorized personnel. On receipt of an interview call for any job at AGI, the candidate may take some measures such as visiting the official website or career site of Airbus to get the contact details to enquire with the Human Resources department of Airbus India regarding such jobs and/or the interview details and any other relevant information
For further information on Airbus India Careers, please click here. Please check www.airbus.com to get the contact details and enquire with the company to confirm if any information that you have received is genuine; do not respond to any fraudulent communication. AGI will not be responsible to anyone acting
on an employment offer not directly made by Airbus Group India Pvt Ltd. anyone making an employment offer in return for money or other type of gain is not authorized by AGI and is not offering an approved job. AGI reserves the right to take legal action, including criminal action, against such individuals/entities
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 Group India Private Limited
Contract Type: Permanent
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Experience Level: Professional
Job Family: Customer Flight/Mission & Ops Support