Job field / Job profile :Customer services and support/Field representative Employment type :Permanent Position description : SUMMARY OF JOB PURPOSE:Establishes and maintains open positive communication and proximity assistance with all Safran HE operators in specified region. Ensure customers recognize position as the primary interface to resolve issues and provide technical expertise. Report all service difficulties; promotes Safran imageand provides market-related information. Primary region of responsibility will be defined according to assigned territory. Secondary area of responsibility is supporting the surrounding regions to include support of other Safran HE sites. ESSENTIAL DUTIES AND RESPONSIBILITIES: • Has complete technical familiarity with Arriel and Arrius engines, as well as general familiarity with the Makila and legacy engines in assigned region. • Researches and answers customer technical questions. When necessary, provides on-site technical assistance and guidance to oversee repairs and/or troubleshooting of complex or unusual problems. • Coordinates issue resolution with Engineering, Customer Service, and other personnel to expedite repairs and/or troubleshooting of components or other support issues. • Integral part of Front Office team supporting the Customer Support Representatives, Customer Support Manager and Senior Management. • Qualified to perform Levels 1 and 2 maintenance on engines operated in the assigned region to include specific Levels 3 tasks and Maintenance Technical Instructions (MTIs). • Provides Level 1 and 2 familiarization to support off-site Maintenance instruction. • Ability to communicate effectively in verbal and written form with internal and external customers, able to compose written documentation and to read and interpret various types of technical documentation. • Communicates with customers within region and report using the CRM (NOMAD). •Reporting of main service difficulties using the CRM (NOMAD) will include the results of the customer visits as well as comments on satisfaction experienced by customers. • Provides market information regarding potential sales opportunities, SBH, spares, etc., including the upcoming need for overhaul of engines and modules. • Capability to present Safran HE service offers and support on occasional basis commercial discussion with customer. • Required to perform regular scheduled visits with customers. Example: Operators of 6-30 engines will receive 2 visits per year. Operators of 30+ engines will receive 4 visits per year. During face-to-face visits, engine data will be gathered and reported annually and bi-annually for operators flying more than 500 hours per year. • Participates in customer visits within region of other Safran HE personnel as necessary. • Accepts warranty claims for items listed on the “short circuit” warranty list. • “On Call” duty rotation required. • Travel required – 75%, including international travel. REQUIRED COMPETENCIES– Education / Knowledge / Skills and Abilities • Fluent in the English language, both written and verbal communication. • FAA Airframe&Powerplant Certificate.• Knowledge of Federal Aviation Regulations and application. • Bachelor's degree (B.A.) or equivalent; or ten years of related experience and/or training; or equivalent combination of education and experience. • Levels 1 and 2 Maintenance certification. • Sikorsky, Bell or Airbus Helicopterairframe and SAFRAN HE engine experience required. • Microsoft Office: Outlook, Word, Excel, PowerPoint. • Knowledge of professional practices, sources of information, and rules and regulations that must be interpreted, adapted, and applied to the unique requirements of the organization. PHYSICAL REQUIREMENTS: • Occasionally lift and/or move up to 50 pounds. • Occasionally climb 5 to 10 feet on aircraft steps. City (-ies) :Grand Prairie Minimum education level achieved :Bachelor's Degree