Field Support Engineer (m/f)

Description de l'offre

Field Support Engineer (m/f)

Airbus DS SLC Elancourt

Airbus is a global leader in aeronautics, space and related services. In 2017, it generated revenues of € 67 billion and employed a workforce of around 130,000. Airbus offers the most comprehensive range of passenger airliners from 100 to more than 600 seats. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as Europe's number one space enterprise and the world's second largest space business. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide.

Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each other's expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary - on the ground, in the sky and in space.

Description of the job

A vacancy for a Field Support Engineer (m/f) has arisen within Airbus Defence and Space, within the Business Line Secure Land Communications, at the Elancourt site (78).
The Field Support Engineer is a member of the Operations organization within the Secure Land
Communications.
You will belong to the Field Support team and will act as Customer Support prime for one of our key
French governmental account . You will report to the Field Support Team Manager.

This position will require a security clearance or will require being eligible for clearance by the recognized authorities.

Profil recherché

Tasks & accountabilities

Your main tasks and responsibilities will include :

1. Role of Customer Support Prime: being the primary point of contact of the customer for
support activities

·  Responsible for the Incidents management. Either manage directly the

incident resolution or assign the incident to another team member (in accordance with the
Field Support team manager)

·  Managing the resolution time in accordance with the contract SLAs (for Incident management and Problem management)
·  Managing the communication to customers for technical responses
·  Managing technical monthly reviews with customers for review of open issues

2. Performing the technical progress of the system support according to the contract

·  Managing the customer claims database (incident, problem)
·  Performing the Level 2 support
·  Ensuring that tools and processes are implemented
·  Escalating and Prioritizing the Problems to the Support Level 3
·  Following the Problems up: correction, validation and delivery dates with Support Level 3
·  Planning the correction introduction to Customers
·  Developing summaries, internal and external reports regularly
·  Drafting or customizing technical bulletins

3. Performing technical assistance on-site (when needed)

·  Ensuring an on-site technical assistance when necessary: roll-out of new products or upgrade to new releases

4. Performing acceptances in lab

·  Preparing the acceptance in lab for introduction of new maintenance releases
·  Managing the acceptance with the Customer

5. Participating to the department hotline

·  Contributing to the TETRAPOL international on-line (on-call assistance). Mission shared

within the team.

This position may require some travels but in France only.

Required skills

You will have the following skills and experience:

·  Telecommunication Engineering degree (or equivalent)
·  At least 2 years' experience in a similar position
·  Skills in PMR (Tetra, Tetrapol, etc.), IP (Cisco), Linux server, Virtualization (VMware or KVM).
·  Strong interpersonal skills
·  Good communication skills for managing customer relationship
·  Autonomous, methodical and rigorous
·  Negotiation level in French, advanced level in English (not required for the open job position but for future evolution inside the department and also the hotline).