The FSE works under Safran Aircraft Engine management for professional Customer & Product Support concerns. He or she represents the Original Engine Manufacturer (OEM), Safran AE, CFM, Powerjet or GE at Customer according to the Support contract signed between them.
Mission description:
- Represents the OEM at Customer sites or by roving, providing advises and
recommendations on operations and maintenance of OEM's Products, as first
interface between Customer and the OEM as defined by the commercial agreements between both of them
- Establishes and maintains a climate of professionalism, confidence and trust with
Customers and has an impeccable ethic with regards to the OEM interests.
- Listens to Customer understands its needs, monitors and analyzes Customer
Satisfaction relative to the OEM Customer & Product Support
- Addresses actively and permanently the communication between Customer and OEM on all related issues (technical, logistic, warranty, commercial, financial … etc)
- Anticipates Customer difficulties and recommends solutions defined with the
Customer Support team
- Track & report in the dedicated tools the Critical Items (CI) application and Customer Notification Report (CNR) resolution (for Leap programs these activities are key)
- Is an active member of the Customer Team and attends all meetings requested by the
Team, in coordination with the Customer Support Manager (CSM) or Customer
Program Manager (CPM/CTL).
- Available for training and business trips on demand all around the world
-High professional availability: Reachable and available on 24/24 - 7 days a week basis
for communication, appointment attendance and also per Senior Regional Manager
(SRM) or Regional Manager (RM) instruction back-up for dedicated prime FSE absence.
Helps Customer with:
Basic Technical Support, including but not limited to:
- OEM Technical Publication interpreting and concerns
- Aircraft Maintenance Manual (AMM)
- Fault Isolation Manual (FIM)
- Illustrated Part Catalog (IPC)
Line Maintenance actions:
- Trouble shooting
- LRU replacement
- Ground-Run checks
- Fan trim balancing
- BSI
- Logistic concerns especially on AOG and Workstoppage situations in
establishing communication between Customer, Customer Support Center
(CSC) and OEM Logistic Department
o MyCFM portal tools and logging (e-warranty, e-account, Remote Diagnostics,
…)
o CSC case issuance and answer tracking
Reports to Customer & Product Support Organization the in-service experience of
OEM's Products through the appropriate FDM tool
- Helps Customer with Engine Shop Manual (ESM) and all concerned OEM Technical
Documentation related to Shop Maintenance actions (Inspections, Repairs, Disassy / Reassy, Test, … etc)
- Reports to the Product Support organization the in-shop experience collected during engine shop visit
