Field Service Representative

Company:

Introduction:
Boeing Field Service Team is seeking a Field Service Representative who will be based in Beijing, China.
 

Position Overview:
Provides global technical support of company products at customer sites and Boeing locations. Analyzes emerging customer requirements and develops or supports solutions to ensure product safety, integrity and supportability. Monitors customer products status and operational issues. Troubleshoots and resolves product maintenance and operational and/or fleet reliability issues. Supports customer action plans and coordinates resources regarding airplane-on-ground (AOG) or non-mission capable (NMC) situations. Engages company resources to prevent and resolve in-service technical problems. Develops and executes customer support plans, provides technical advice, and conducts ad hoc training. Establishes a liaison role between customer leaders and Boeing leaders. Serves as a Boeing brand ambassador.

Daily responsibilities include, but are not limited to:

• Identifies and evaluates customers' business priorities and success criteria. Links company resources and priorities to develop or contributes to the development of strategy and support plan to achieve customer's operational objectives. Develops, deploys and monitors customer support plan and takes action to meet performance objectives.

• Identifies opportunities to leverage company products to meet customer specific requirements. Provides visibility of significant customer in-service problems and opportunities. Provides advice on the development of the sales strategy and proposal. Identifies potential products and services offerings.

• Monitors resolution of spare parts delivery and communicates with stakeholders regarding warranty and claims processing issues. Evaluates sales agreements to interpret customer entitlements. Develops technical and operational content for warranty and spares issues. Consults with customer regarding company charging policies. 

• Analyzes customer's requirements and supports targeted training on Boeing products and processes, including MyBoeingFleet, the Boeing Drawing System, The Parts Page, and technical communications with The Boeing Company. 

• Assesses training effectiveness and takes action to improve training delivery. 

• Provides guidance and consultation to customers related to a broad range of technical and operational issues. Reviews and monitors fleet operational status and responds to customer requests. Conducts onsite in-depth research of company and customer data to resolve a broad range of issues and provide responses. Consults with company resources on technical support and status. Assesses response effectiveness. 

• Conducts root-cause analysis on customer and company fleet data to identify/evaluate trends and opportunities to increase dispatch reliability. Reviews customer maintenance operations/programs and provides recommendations to improve efficiency and increase aircraft availability. Conducts process improvement projects to increase customer self-sufficiency and/or reduce the demand for support. Validates or reviews effectiveness of company provided solutions, develops corrective and preventative action plans.

• Maintains location-specific data and provides required customer specific reports for company visibility. Leads meetings between customer and company representatives. Manages customer expectations and demand for company resources. Maintains situational awareness and provides visibility of management level customer concerns. 

• Supports aircraft entry into service plans. Consults with customer and provides training and assistance with issues related to the maintenance, operations, troubleshooting, fault rectification and deferring Minimum Equipment List (MEL) items for aircraft models new to the airline. Provides hands-off assistance to customer in turn-around and dispatch of aircraft on the flight line. Assesses customers' new fleet readiness and develops plan. 

• Understands the customers' requirement and project manages company resources, develops action plans to provide/ensure customized solutions for aircraft in AOG situations. Tracks progress of the solution and maintain company and customer situational awareness. Conducts follow-up with the customer to ensure solution was received and suitable.

Selected candidate must be geographically mobile, including travel for:

• Initial training footprint (courses and/or training assignment);

• Ongoing and periodic support to other bases in China;

• Potential future relocation to other bases in China.

Basic Qualification:

• Bachelor’s Degree (or higher) in Aerospace Engineering and/or Regulatory Agency Avionics or Airframe/Power plant licenses, or other relevant engineering major.

• More than five years of related experiences are required.

• Exhibit an outstanding customer service attitude. Be flexible to changing schedules and requirements.

• Strong organizational and interpersonal skills.

• Effective at managing multiple projects simultaneously, and able to meet tight deadlines.

• Proficient in English and Mandarin, both spoken and written. Possess strong English and Mandarin communication skills and use these skills to engage customers with Boeing support organizations.

Other Job Related Information:

• This requisition is for an international, locally hired position.

• There is no expatriate package associated with this position.

• Benefits and pay are determined at the local level and are not part of Boeing U.S.-based payroll.

• Relocation benefits if indicated are limited to in-country moves and are not available for overseas relocation.

Language Requirements:

Education:

Relocation:

Security Clearance:

Visa Sponsorship:

Contingent Upon Award Program

Shift: