Field Service Liaison Representative, BAS based in Biggin Hill, London

Bombardier’s Business Aircraft London Service Centre in Biggin Hill is part of an award-winning network and is the flagship of Bombardier’s European operation. This Base and Line Maintenance Centre is the fastest-growing Service Centre in Europe and the largest Business Aircraft OEM in the UK. The facility has the capabilities to perform an array of maintenance checks, modifications and upgrades all from this site. Only 14 miles from London, Bombardier’s Biggin Hill Service Centre is ideally located to support operators in the UK region and beyond.
 

What are your contributions to the team?

• Provide onsite and remote support (technical and non-technical);
  • For a baseline of designated Bombardier Aircraft Operators within your assigned region
  • For technicians and for aircraft in work, as needed and on call, at your designated Bombardier Service CenterBe available 24 hours a day, 7 days a week to assist customer and / or Service Center issues as required.
• Minimal travel expectations for this role, primary objective is in support of technical and operational issues, assisting Bombardier Service Center team with aircraft concerns while promoting the Bombardier brand.
• Assume the role of the Bombardier Business Aircraft ambassador and assist as requested in all facets of the aircraft operation with Service Center employees and / or customers.
  • Assist with ownership of issues or potential issues and ensure resolution is achieved to the satisfaction of the customer and Service Center objectives.
• Interact with and provide support to all levels of the customers organization, including but not limited to Owners, CEO/COO’s, VPs, Directors, Aviation advisors, Crew, PA’s, and various levels of related operational staff.
• Interact with and provide support to all levels of Bombardier Service Center personnel, including but not limited to technicians, customer service individuals, all levels of Service Center management and various levels of related operational and support staff.
• Promote Bombardier’s customer centered culture to the Customer emphasizing adherence to the Customer Credo.
• Assist in adjudicating and addressing Warranty, Engineering, Parts and SMART SERVICES related issues pertaining to work associated with the designated Bombardier Service Center.
• Assist the designated Bombardier Service Center in educating, coordinating and mediating coordination of technical items, in the form of;
  • Advisory Wires
  • Service Bulletins
  • Technical Publications
  • Technical campaigns
• Keep current on all technical aspects of aircraft supported including available modifications, manual revisions, service bulletins, and best operational practices.
• Attend regularly scheduled technical forums as designated with your assigned Bombardier team manage in the form of;
  • Advisory Committee meetings
  • Regional professional aviation events
  • Designated training events
  • Maintenance and Operational Seminars and manufacturer events
  • Vendor training and update events
• Assist customers and Bombardier in the determination and processing of warranty claims on green aircraft, completion and vendor warrantable issues as applicable.
• Provide informal on-site training as necessary to customers and related service organizations to promote the highest level of safety and efficiency in maintenance and operational practices.
• Provide factual, concise, and value-added reports to both the Customer and Bombardier internal departments on an as required basis.
• Set priorities and effectively escalate, in a mature manner, concerns within the Customers and Bombardier’s organizations.
• Provide Bombardier Senior Management with timely updates on the customer’s key operational and maintenance concerns and issues, as well as potential solutions for same. Additionally coordinate updates regarding designated Service Center key operational and maintenance concerns, as well as potential solutions for same.
• Promote the services of both the Bombardier Mobile Response Team and Bombardier Service Centers to operators as needs arise.
   

How to thrive in this role?

• You have an extensive knowledge base of Bombardier Customer Support programs.
• You have an extensive knowledge base of Bombardier Customer Support offices and contacts.
• You have an extensive knowledge base and / or ability to gain that base of Learjet 40 and 70 series, Challenger 300 and 600 series and all Global platform aircraft.
• You have an extensive knowledge base and / or ability to gain that base of Bombardier Product Support policies in reference to financial directives (warranty, allowances, etc.) for Bombardier customers and the designated Se