Customer Service Engineer

Job Title

Collins Business Unit- GASCA(Goodrich Aerostructures Service Centre) located at Changi North, specializes in the MRO of aircraft nacelle systems and airframe composite components. It is a leading supplier of nacelle systems to major commercial airframe and engine manufacturers and provides best-in-class MRO services for latest nacelle systems.

Responsibilities

Liaison with local MRO teams ensuring optimal customer support to our customers

Act as a Aerostructures point of contact responsible for providing time bound technical support including but not limited to; technical inquiry resolution, effective Aircraft on Ground (AOG) complex solution management, communicate technical rationale to justify support decisions to customers.

Collaborate with internal Aerostructures Customer Support functions (AMTS – ASM, PSE, Repair Engineering and MRO – BDD, CAM, Repair Engineering) to ensure coordinated customer responses for both technical and commercial solutions.

Collaborated with MRO CAM on technical subjects

Review open Field Issues with all office, QC, team leaders

Participating in MRO Kaizen Events, CORE activities, Goal Alignment

Responded to customers' Technical Inquiries

Manage local Turnback's & Escapes within the Technical Inquiry process, determine root cause, closure and mistake proofing

Review and manage MFA feedback to and suitable customer loopback to ensure optimal Customer Experience.

Support ASM's in recommendation of maintenance, repair and overhaul services

Identify and implement continuous improvement initiatives and develop/update standard process / job instructions

Administration of CX Tier Reviews

Ensure a positive customer experience through managing effective execution of improvement initiatives derived from formal and/or informal customer feedback.

Assess opportunities to partner with airlines to support field data collection

Qualifications You Must Have

Typically requires a Degree in Science, Technology, Engineering or Mathematics (STEM) unless prohibited by local laws/regulations and minimum 6 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experience

Experience providing customer focused technical support.

Qualifications We Prefer

Possess Nacelle component knowledge. Ability to read and understand engineering drawings and technical manuals (AMM, CMM, IPC, SRM).

Ability to appropriately de-escalate externally and escalate internally to ensure a positive customer experience while progressing the business.

Strong technical background to quickly identify, understand and articulate in-service issues.

Experience in project management.

Experienced working in a high paced, high pressure, and high visibility external facing role driving effective resolutions internally and externally.

Ability to craft and present key messages to both internal and external stakeholders at an executive level.

Strong understanding of commercial implications of engineering changes, field issues, and investigations.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.