Product Support Engineer (3S)
Program / Customer Relations
Professional, Engineer & Manager
1) Occupational Summary:
Under close supervision, provides technical support to customers as required and conducts customer training programs. Maintains technical communication with customers, Program Management, Engineering and Field Support Teams.
2) Duties and Responsibilities (essential functions):
A) Develops and coordinates technical training for staff and/or customers.
B) Provides technical support to the customer.
C) Records and then facilitates the corrections of all Product Support Requests.
D) Diagnose/analyze issues and develop temporary solutions when available.
E) Make punctual Customer visits in order to establish a status of ISI and different open points in service.
F) Provide a daily technical query/answer support service to our customers.
G) Supports entry into service (EIS) readiness.
H) Creates Integrated Logistic Support (ILS) Plan.
I) Performs other duties as assigned.
3) Qualification Requirements:
A) Knowledge and Skills:
i) Must have proven ability to work well with customers and with all management levels in the operation.
ii) Must have the ability to work well with customer personnel under stressful situations, and the ability to communicate customer needs to all departments within the company in an efficient manner.
iii) Must be competent in dealing with blueprints, planning filed work modification, and MRP systems.
iv) Must be knowledgeable of Safran passenger seating products.
v) Must be proficient in job-related computer activities
vi) Must be able to interface with all departments within the company, including program management, spares, purchasing, finance, engineering, and manufacturing
vii) Must be able to write customer communication on behalf of Engineering.
B) Education and Experience:
i) Requires a Bachelor's degree in Business, Engineering or a related area or 6 years related experience in lieu of Bachelor's level degree to meet the education requirement. OR Requires an Associate's degree Business, Engineering or a related area and 3 years related experience in lieu of Bachelor's level degree to meet the education requirement.
ii) In addition to meeting the education requirement, requires at least three 3 years related experience in product support, manufacturing or engineering functions.
Acts in accordance with company values and related competencies.
D) Communication Skills:
Must have the ability to generate written communication and to operate required office equipment. Ability to read and review written communication. Speech and hearing abilities that allow individual to communicate clearly and distinctly in English.
E) Reasoning Ability:
Ability to solve problems and think strategically.
4) Physical Demands:
This position requires extended periods of sitting while working with computers and viewing computer monitors and other office equipment. Finger dexterity needed in using misc. office equipment such as telephone, computer and copy machine, etc. Bending, stooping, reaching, and lifting up to approximately twenty pounds are required during tasks related to the job.
Specificity of the job
- • International and/or Domestic travel required; less than 10%
Safran is an international high-technology group, operating in the aircraft propulsion and equipment, space and defense markets. Safran has a global presence, with more than 92,000 employees and sales of 21 billion euros in 2018. Working alone or in partnership, Safran holds world or European leadership positions in its core markets. Safran undertakes Research & Development programs to meet fast-changing market requirements, with total R&D expenditures of around 1.5 billion euros in 2018.
Safran is ranked among the Top 100 Global Innovators by Thomson Reuters and is featured on the "Happy at work" rankings. The Group places fourth on the Universum ranking for the favorite companies of newly-qualified engineers in France.
Safran Seats is a world leader in aircraft passenger and crew seats. One million seats made by the company are now in service worldwide.
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