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Customer Support Lead

Location:  Doha, DA, QA
Requisition ID:  337551

B/E Aerospace, a wholly owned subsidiary of Rockwell Collins Inc., is a leading manufacturer of aircraft interior products and solutions.

 

As a leader in the aerospace industry, we are growing rapidly and have a number of exciting positions available right now, including a Customer Support Lead in our Product Support business located in Doha, Qatar.

 

JOB SUMMARY

 

Reporting to the Customer Service Manager, the Customer Support Lead will manage the coordination of technical and administrative support activities for the Middle East Airline Customers including, technical support, administration and communication between B/E Aerospace’s Global Organization.  S/he maintains clear communication between Airline Technical Departments and B/E Facility Specialists resolving technical problems and addressing any issues related to all B/E Manufactured Products operating in the region.

 

JOB RESPONSIBILITIES

 

Technical Communication

  • Communicate customers’ priorities and hot items to appropriate levels of B/E management providing on face to the customer ensuring response no surprises.
  • Maintain and distribute monthly product performance data on all B/E products.
  • Coordinate closely with B/E’s Regional Account Director Global organization and local Sales and Product support team.

 

Technical Support

  • Troubleshoot and coordinate technical support with Airline Maintenance and Engineering departments required to maintain B/E products on or off the aircraft.
  • Support the airline customer with technical expertise resolving performance issues for all B/E cabin products.   
  • Coordinate with the Dubai Customer Service Center supporting the region with spare parts and product repair capability.
  • Investigate and coordinate responses to customers regarding product support issues for all B/E products delivered in response to specific customer assignments.

 

Technical Administration

  • Investigate, coordinate and respond on product support issues for all B/E manufactured products:
  • Make the initial investigation of possible problems on the customer’s premises.  Capture relevant technical data including, but not limited to; failure symptom, photographs, root cause(s) of failure, etc. Do everything possible to diagnose the problem and facilitate the resolution of any in-service issues with B/E’s cabin products. 
  • Participate in periodic customer reliability meetings that review in-service quality and product performance metrics.  Analyze airline data and report this data w/ trends to appropriate B/E engineering / product support personnel. 

 

MINIMUM REQUIREMENTS:

 

  • Bachelor’s Degree from a four-year college or university or an equivalent combination of formal education, on-the-job training, and/or work experience.
  • Minimum of 2 years of relevant experience.

     

    PREFERRED QUALIFICATIONS:

     

  • Airframe License preferred

     

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed descriptions of all the work requirements that may be performed in the job.

 

 

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