Job Number 1505194
The Lead Field Support Representative demonstrates leadership in communicating business goals, objectives, strategy and vision for an area or business segment. Utilize experience and expertise to solve problems, develop and execute objectives for self and others. Have the ability to lead and perform direct supervision of field personnel and effect short-term and some long-term business goals. Essential Responsibilities Role is responsible for maintaining technical/customer support for our Europe, Middle East and African and other regional customers. Provide entry into service support for regional operators and others as required. Provide AOC desk and/or shift pattern coverage on an as needed basis. The position will be based in Bishops Cleeve, England.
Visit airlines, aircraft operators and airframe OEMs to assist with training for maintenance personnel and pilots, to troubleshoot aircraft systems, to thoroughly investigate and resolve any technical issue or customer complaint involving the operation of our equipment.
Provide entry into service support for new aircraft and/or products.
Provide expert level advice and technical assistance to assigned airline or aircraft operators of GE Systems equipment.
Provide customer and industry insight / intelligence as necessary throughout our organization.
Develop a thorough understanding of technical support contractual requirements as outlined in Systems product support agreements.
Provide all customers (internal and external) timely and accurate responses to queries covering all GE Systems products.
Utilize provided tools to track and maintain customer queries to closure.
Contact and coordinate with appropriate departments within GE to resolve customer complaints.
Provide after-hours support as required.
Review customer fleet history for reliability trends.
Provide technical sales support as required.
Coordinate with supporting and supported organizations for product support elements: Maintenance Planning, Manpower and Personnel, Supply Support, Support Equipment, Technical Data, Training, Computer Resources, Facilities, Packaging / Handling / Storage / Transportation, and Design Interface.
Become knowledgeable about the form, fit, and function of assigned components and pertinent product support elements.
Prepare customer visit reports after each visit, provide input to Items of Interest, and prepare material for presentations to be reviewed during CT reviews and/or other technical reviews.
Act as prime focal point for assigned customers in product support matters.
Act as the primary liaison between business owners and technical team.
Own the customer experience by being part of the “front line” providing leadership to expedite daily operational customer technical satisfaction.
Provide AOC desk and/or shift pattern coverage (days, evenings or nights) as needed. Qualifications/Requirements •Bachelor’s degree or similar level of knowledge and experience
Demonstrable experience in a field service or engineering position Desired Characteristics •Bachelor’s degree in Engineering or Information / Computer Science is preferred
Strong organizational and project management skills