Position title Airline Support Team Field Service Representative
Location Hong Kong
Business Civil Aerospace
Global Grade GG9
We are looking at a number of exciting future opportunities for enthusiastic, proactive and delivery driven individuals to join our Customer Services Airline Support Team network as an Airline Support Field Service Representative.
The team provides Operational Fleet and Service Delivery support for Rolls-Royce Civil Engine customers. These positions will be based at locations around the World close to our customers operations.
The successful individuals will be assigned against a local main base but will be expected to spend the majority of their time deployed internationally, often with limited notice, on long or short term assignments. There will also potentially be opportunities for locally employed positions
Principle Accountabilities
Provide 24/7 support of customers promoting timely resolution of issues by communicating through the appropriate IT systems and channels.
Develop a close working relationship with the customer at all levels to facilitate communication of key business messages to the customer and collection of customer data.
Identify potential issues with products & services to enable them to be proactively managed.
Monitor warranties & guarantees and airline debt, reporting any significant trends.
Provide customer business forecast inputs, fleet plans and shop visit plans.
Identify potential product and services sales opportunities for Rolls-Royce within the airline’s business.
Be able to represent the Rolls-Royce position to a customer and uphold that position in challenging circumstances.
Provide support of new product introduction and in preparing customer readiness for the receipt of products
Person specification
This role demands a high degree of self-motivation, flexibility, initiative, communication skills and commitment to deliver.
Candidates will need to be internationally mobile at short notice, often spending significant time away from their local main base.
Candidates will ideally possess a thorough knowledge of the civil aviation industry and a good understanding of Rolls-Royce products and service contracts.
The successful candidate will;
Have experience of working in a customer facing environment and ideally be educated to degree level in a relevant discipline or equivalent.
Ideally have a good understanding of Rolls Royce’s strategy and business objectives.
Have a technical and / or services background and ideally experience of working with gas turbines, their operation and functionality plus familiarity with airline operator’s line maintenance practices and regulations.
Be customer focused.
Be IT literate.
Be a clear, concise communicator.
Be well organised with a proven ability to plan and prioritise to achieve on-time delivery.
Good business acumen and ability to deal with ambiguity in a changing fast paced environment.
Be culturally aware.