Field Services Representative - Brazil

The Field Service Representative (FSR) supports the OEM and SES’s airline customers with advanced technical expertise for installation and maintenance issues and problem-solving processes. The FSR working with OEM, Airline or Vendor personnel will ensure that all work performed is in accordance with agreed contractual terms and that aircraft are returned to service with fully functioning In Flight Entertainment and Connectivity (IFEC) at the earliest opportunity. 
Skills required for this position include technical competence with commercial aircraft systems, specifically electrical and avionics equipment troubleshooting and testing.
This role completes complex assignments that require considerable judgment, initiative, and technical knowledge to resolve problems and/or develop recommended solutions. The FSR will interface and work collaboratively with internal SES teams, the OEM, SES’s airline partners and/or Vendors to ensure effective communication and resolution of any day-to-day concerns. Frequent, professional communication with customers and internal stakeholders is required.  Location is assigned to the OEM factory in São Jose dos Campos and based on operational requirements.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
    Achieve and maintain specific OEM and customer satisfaction goals as defined by SES Senior Leadership.
    Develop and maintain excellent working relationships with all internal and external stakeholders.
    Complete assigned tasks as required to meet deadlines.
    Work collectively with the OEM and the customer airline’s maintenance, engineering and planning teams to ensure all issues are identified and resolved in a timely manner.
    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.
    Ensure that all the required installations, maintenance and preventative maintenance is performed in accordance with agreed contractual terms and procedures.
    Provide comprehensive internal and external reporting of all technical issues and resolution actions and escalate issues as appropriate.
    Review all relevant documentation for accuracy and appropriateness including, but not limited to, Installation Drawings, Aircraft Maintenance Manuals, Fault Isolation Manuals and Service Bulletins.
    Provide on-site guidance of the Inflight Connectivity system to the OEM and airline or maintenance personnel
    Ensure all tooling and equipment required to maintain the Inflight Connectivity system is available and current.
    Assist with the development of improvements for the Inflight Connectivity system installation, maintenance, and preventative maintenance techniques.
    Provide technical and operational training to airline personnel or vendors as required.
    Monitor and record the LRU repair workshop findings, identifying trends in both no fault found and units failing with a similar cause
COMPETENCIES
    Ability to work independently, unsupervised, and in remote location, strong problem-solving, analytical, and decision-making skills.
    Comprehensive knowledge of airline operations and legislation.
    Comprehensive knowledge of Inflight Entertainment system technologies, satellite industry and dynamics is preferred.
    Ability to interpret all technical manuals and schematics, including engineering orders supporting the installation and repair of the IFC system.
    Strong customer service skills, familiarity with cultural etiquette, and international experience.
    Computer skills, including Microsoft Office.
    Ability to travel, both domestically and internationally, for extended periods of time and on short notice.
    Ability to work holidays, weekends, and all shifts based on OEM and airline schedules and available aircraft ground times
QUALIFICATIONS & EXPERIENCE
    Associate degree in aerospace or aeronautical Engineering, electrical Engineering or related discipline preferred.
    Minimum 3 years’ experience in aircraft maintenance including electrical and avionics systems on commercial aircraft.
    FAA Airframe & Powerplant (A&P) certification preferred.
    Experience working specifically on installations, operation or trouble shooting of inflight entertainment systems.
    Excellent written and verbal communication in English, Portuguese and Spanish