Field Services Representative - Eastern Europe

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Provide technical support for the operation and installation of IFC and W-IFE products to SES' airline customers.
• Report to regional manager of EMEA Maintenance & Customer Operations.
• Develop and maintain excellent working relationships with airline customers to achieve and maintain customer satisfaction goals as defined by SES Senior Leadership.
• Work collectively with the customer airline’s maintenance, engineering and planning teams to ensure all issues are identified and resolved in a timely manner.
• Coordinate with internal stakeholders in resolving problems and progressing projects to help smooth resolution and progress.
• Assist communication between Headquarters and customers to prevent conflicts and misunderstandings as an intermediary to ensure smooth communication.
• Support all technical aspects of SES systems installed on the customer fleet, including but not limited to installation, preventative maintenance, fault isolation, troubleshooting, software loading, hardware replacement and fault rectification.
• Provide on-site technical support of the IFC and IFE to airline or maintenance personnel.
• Provide internal and external reporting of all technical issues and resolution actions and escalate issues as appropriate in a timely manner.
• Provide technical support to airline customers and MROs on AMMs, Installation Drawing, Schematic, Service Bulletin, etc.
• Support internal and external stakeholders and coordinating between the two companies on technical and certification activities for STC System Installation or modification projects.
• Monitor the system performance daily, identify any malfunctions from the data, and take appropriate measures to correct the malfunctions.

COMPETENCIES

• Comprehensive knowledge of aircraft maintenance including electrical and avionics systems.
• Comprehensive knowledge of airline operations and EASA regulations.
• Comprehensive knowledge of IFC and IFE is preferred.
• Ability to interpret all technical documents such as AMMs, Drawing, Schematic, Service Bulletin supporting the installation and repair of the IFC and IFE system.
• Good communication skills and strong customer service skills, familiarity with cultural etiquette, and international experience.
• Excellent written and verbal communication in Polish and business level English.
• Willingness and ability to learn new techniques and skills on one's own initiative.
• Ability to travel frequently, both domestically and internationally, for extended periods of time and on short notice.
• Ability to work overtime, holidays, weekends, and all shifts based on airline schedules and available aircraft ground times.

QUALIFICATIONS & EXPERIENCE

• Minimum 3 years’ experience in aircraft maintenance including electrical and avionics systems on commercial aircraft.
• EASA Aircraft Maintenance certification is preferred.
• Ability to pass all background checks for the purpose of airport badging.
• Computer skills, including Microsoft Office.
• Driver’s license.

KEY DELIVERABLES

• Maintain and improve IFC and IFE system availability and performance.
• Immediately repair any malfunctions occurring on the system on aircraft.
• Make system activation at every system installation successful.