• Posted on: Nov 23, 2022
  • Location: Redmond, WA
  • Job ID: 0aa43079
  • Type: Full Time
  • Category: Engineering
  • Posted on: Nov 23, 2022
  • Location: Redmond, WA
  • Job ID: 0aa43079
  • Type: Full Time
  • Category: Engineering

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Customer Service Engineer
 
SUMMARY:
This position provides technical support to respond to technical inquiries from internal and external customers; review components repair trend; establish and support company component reliability reporting, analysis and investigation; manages company’s aftermarket technical document review, approval, control and distribution in accordance to company procedures; submit various performance reports to Boeing as required.
 
JOB DESCRIPTION
 
Provide Aftermarket Technical Support on Company Aerospace Commercial Products (20%)
·       Review questions and concerns from internal (NTA/NTS) and external customers regarding our products.
·       Determine an appropriate response which may include technical data or data on company products.
·       Support may be provided in writing, during virtual or in person meetings at company or Customer’s facility
 
Components repair trend review and reporting (20%)
Review all incoming component repair record including, but not limited to reason for return, inspection results, work accomplished and work order bill of material
Identify and report on monthly basis failure and repair trends of each component
Develop potential maintenance recommendations for customers
 
Component reliability data management (20%)
Establish and maintain company component reliability database
Ensure data is collected as required including but not limited to Tail#, Component Utilization Hour and Cycles
Review component data and update component reliability reports on monthly basis
Report reliability data to management monthly or as required
Submit reports to Boeing or other customers as required
 
Aftermarket technical documents management and control (40%)
Obtain customer technical documents such as customer engineering order, CMM or SB as required through customer portal or other means, file technical documents and keep record in accordance to company procedures and release to internal user(s) as required
Ensure customer technical documents are up to date by regular checks and audits
Receive draft technical publications such as CMMs or SBs from NTS and submit to OEM customer(s) for review and approval as required per contract and in a timely manner
File, keep record and distribute approved technical publications to internal users
Ensure all technical publications on record and distributed are up to date by regular checks and audits
Upload company technical publication as required to Boeing and other OEM customers’ portal
Review airlines customers’ request for company technical publication, determine customers’ right to the technical publication and distribute as required    
 
EXPERIENCE AND SKILLS
·      Technical knowledge capable to provide necessary technical support to internal and external customers
·      Familiar with aftermarket technical publications requirements and document controls
·      Understanding of component reliability data system and experience in reliability data utilization
·      Ability to interpret repair shop data and generate meaningful ideas and solutions
·      Previous experience in aerospace customer technical support is a plus
·      Knowledge of MS Office Suite programs
·      Excellent written & verbal English language proficiency
·      Demonstrated positive professional demeanor, interpersonal and team building skills
EDUCATION PREFERRED
·       Bachelors degree in appropriate discipline and 5 years of relevant experience or advanced degree in appropriate discipline and 3 years of relevant experience. In absence of a degree, 10 years of relevant experience is required.
COMPUTER SKILLS
·      Windows 10 and after, Excel, Word, Outlook, PowerPoint.
·      INFOR VISUAL is a plus
POSITION DETAILS
·      This is a full time, non-exempt position, eligible for full company benefits
·       Occasional travel will be required
 
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