Field Services Representative - Japan

The job responsibilities outlined in this document are not exhaustive and may evolve over time and be reviewed according to business needs.

ROLE DESCRIPTION

The incumbent is responsible for providing technical support for SES inflight connectivity (IFC) and wireless inflight entertainment (W-IFE) systems across airline customer fleets. Serving as the primary technical interface for assigned customers, the role supports system installation, maintenance, troubleshooting, performance monitoring, and issue resolution to maximize system availability and customer satisfaction. Working closely with airlines, MROs, and internal stakeholders, the incumbent coordinates technical activities and provides on-site support to ensure the successful operation, maintenance, and activation of SES connectivity solutions.

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 APAC 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 JCAB 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 Japanese 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.
• JCAB 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.