Field Service Liaison Representative, BAS based in Biggin Hill, London

What are your contributions to the team?

• Provide onsite and remote support (technical and non-technical);
  • For a baseline of designated Bombardier Aircraft Operators within your assigned region
  • For technicians and for aircraft in work, as needed and on call, at your designated Bombardier Service CenterBe available 24 hours a day, 7 days a week to assist customer and / or Service Center issues as required.
• Minimal travel expectations for this role, primary objective is in support of technical and operational issues, assisting Bombardier Service Center team with aircraft concerns while promoting the Bombardier brand.
• Assume the role of the Bombardier Business Aircraft ambassador and assist as requested in all facets of the aircraft operation with Service Center employees and / or customers.
  • Assist with ownership of issues or potential issues and ensure resolution is achieved to the satisfaction of the customer and Service Center objectives.
• Interact with and provide support to all levels of the customers organization, including but not limited to Owners, CEO/COO’s, VPs, Directors, Aviation advisors, Crew, PA’s, and various levels of related operational staff.
• Interact with and provide support to all levels of Bombardier Service Center personnel, including but not limited to technicians, customer service individuals, all levels of Service Center management and various levels of related operational and support staff.
• Promote Bombardier’s customer centered culture to the Customer emphasizing adherence to the Customer Credo.
• Assist in adjudicating and addressing Warranty, Engineering, Parts and SMART SERVICES related issues pertaining to work associated with the designated Bombardier Service Center.
• Assist the designated Bombardier Service Center in educating, coordinating and mediating coordination of technical items, in the form of;
  • Advisory Wires
  • Service Bulletins
  • Technical Publications
  • Technical campaigns
• Keep current on all technical aspects of aircraft supported including available modifications, manual revisions, service bulletins, and best operational practices.
• Attend regularly scheduled technical forums as designated with your assigned Bombardier team manage in the form of;
  • Advisory Committee meetings
  • Regional professional aviation events
  • Designated training events
  • Maintenance and Operational Seminars and manufacturer events
  • Vendor training and update events
• Assist customers and Bombardier in the determination and processing of warranty claims on green aircraft, completion and vendor warrantable issues as applicable.
• Provide informal on-site training as necessary to customers and related service organizations to promote the highest level of safety and efficiency in maintenance and operational practices.
• Provide factual, concise, and value-added reports to both the Customer and Bombardier internal departments on an as required basis.
• Set priorities and effectively escalate, in a mature manner, concerns within the Customers and Bombardier’s organizations.
• Provide Bombardier Senior Management with timely updates on the customer’s key operational and maintenance concerns and issues, as well as potential solutions for same. Additionally coordinate updates regarding designated Service Center key operational and maintenance concerns, as well as potential solutions for same.
• Promote the services of both the Bombardier Mobile Response Team and Bombardier Service Centers to operators as needs arise.
   

How to thrive in this role?

• You have an extensive knowledge base of Bombardier Customer Support programs.
• You have an extensive knowledge base of Bombardier Customer Support offices and contacts.
• You have an extensive knowledge base and / or ability to gain that base of Learjet 40 and 70 series, Challenger 300 and 600 series and all Global platform aircraft.
• You have an extensive knowledge base and / or ability to gain that base of Bombardier Product Support policies in reference to financial directives (warranty, allowances, etc.) for Bombardier customers and the designated Service Center.
• You have the ability to work independently and part of a team to make sound decisions on behalf of our customers, while adhering to and having been aware of Bombardier Support policies.
• You have the ability to mediate Service Center and customer related concerns ethically while working toward a mutually agreeable outcome.
• You have a college diploma, or equivalent in Aviation Maintenance, or 5 years minimum experience in business jet maintenance (UK CAA or EASA B1/2/C License with relevant type rating endorsement preferred but not required).
• You have a minimum of 5 years of aviation experience in the maintenance, modification and repair of jet aircraft.
• You must possess excellent troubleshooting and problem-solving skills.  
• You must be available to travel occasionally, expected less than 10%.
• You must be able to occasionally travel outside of the United Kingdom.
• You have strong interpersonal skills and have the ability to communicate fluently in English (written and spoken) at all levels, with tact and diplomacy.
• You are a strong individual contributor, working well in a team-based dynamic and global environment.
• You have strong computer skills and are able to adapt to and operate in the software environment in use at the operator.
• As part of the global team you must possess general management skills such as budgeting, time management, goal setting, and organization and performance management.
• You must have excellent people skills such as active listening and conflict management, as well as meeting facilitation and the ability to coordinate and schedule.
• You must be a customer centric individual and focused on continuous improvement and opportunities.
• Desirable but not required knowledge of Bombardier Service Center policy, manpower and role definition.