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Part of a dedicated on-site technical team representing Collins Aerospace actively supporting a strategically important customer.  Working closely with the Field Service Manager (FSM), as technical focal responsible for troubleshooting, resolution and rectification of technical issues, primarily across Collins Interiors Commercial seating, extending to other products within the Interiors portfolio.  Self motivated, often working independently and also on-site with the customer. 

As a Collins Aerospace representative, customer engagement and communication is an essential part of this role, requiring both professionalism, a positive mindset and customer advocacy.  

Maintains clear communication between Airline Technical Departments, on-site field team and other functional groups within Collins Interiors.

Role is based in Frankfurt supporting LH, with occasional travel to other Customer or Collins’ locations if required.

ESSENTIAL DUTIES AND RESPONSIBILITIES, performs a combination or all of the following:

Technical Support

• Maintain effective proactive customer and field team communication, sharing priorities with the on-site team and Product Support as needed.
• Primary focal for on-wing troubleshooting and investigations, especially commercial premium seating.  Capture relevant technical data including, but not limited to - failure symptom, photographs, root cause(s) of failure, use of diagnostic maintenance tooling.
• Coordinate technical support with Field Service Manager and Airline Maintenance and Engineering departments required to maintain Collins Aerospace products on or off the aircraft.
• Aids the product support training team in facilitating and delivering Customer training on Collins Interiors commercial seating
• Actively supports Entry Into Service (EIS) support, including aircraft meet-&-greet, performance tracking, regular communication, as directed by supervisory team
• Supports investigation and follow up, including trial and testing of modifications across Collins Interiors products:
• Participates in periodic customer reliability meetings looking at in-service quality and product performance metrics.  Help FSM and Product Support team with analysis of airline data related to failure, operations, overall product performance.

RESPONSIBILITIES

Carries out all support and oversight in accordance with the organizations policies and applicable procedures. Responsibilities may include managing on-wing maintenance, training, planning, reporting product performance, addressing customer complaints and resolving problems.

Establishes operational objectives and assignments in conjunction with the Field Service Manager and also the Product Support Customer Manager. Objectives are reviewed by management to determine success of operation.

JOB COMPLEXITY

Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors.  Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results. 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Minimum six years related experience and/or training in an aircraft technical environment; or equivalent combination of education and experience.   Commercial airline premium seating experience is preferred

LANGUAGE SKILLS

• Ability to read, write and communicate effectively in English. 
• Analyze, and interpret general professional documents (eg CMM, SB, SL), technical procedures, and/or governmental regulations. 
• Ability to write reports, business correspondence, and understand procedure manuals. 
• Ability to effectively communicate and respond to questions from Maintenance and Engineering customers. 

MATHEMATICAL SKILLS

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS, Airframe License preferred.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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