Job Description: Accountabilities The job holder is responsible for providing engineering assistance to the customers to ensure that all technical queries, concerns and needs are well answered and addressed within the defined time scale and with good quality, including onsite assistance when required and necessary. The Job holder is responsible for analyzing in-service events to identify potential impact (including airworthiness, reliability, cost, etc.), launch appropriate corrective action, and to ensure proper follow-up with the relevant customer service organization. The job holder is responsible for customer communication and training in the domains of In-Service Engineering to ensure the latest development & improvement & Solutions of Airbus products & services are effectively communicated to customers by different means or media. Dimensions 1000+ Airbus a/c in Africa & Middle East region 39 Countries, 93 operators + 7 MRO’s; Customer visits and assistance Technical Review Meetings Symposiums as required Main activities Support fleet manager and provide technical support on hot topics affecting the fleet and specific customers in the region Ensure that customer issues have been well understood by central, promote implementation of fixes and feedback on efficiency and acceptance by customers Answer or support technical queries raised by the customers within the defined time scale, in the domain of support engineering. When triggered by Central, support or handle major AOG and abnormal events Analyze all in-service events to identify potential impact on airworthiness, reliability, quality, cost of ownership, passenger and crew comfort, and operational cost. Provide urgent in-situ technical assistance for complex subjects during technical meetings, or for complex troubleshooting when necessary including AOG if triggered by central Provide customers with familiarization and refresher training on our products in the M&E domain. Prepare and run regular webinars on support engineering issues on all programs Provide Engineering support to other Customer Services departments, contribute to the regional seminar and meetings organized by the program team in the region. Ensure good adaptation of the design office/Vendor proposed fix to customer in-service problem, accept or refuse the proposed solution. Provide customers with solutions to their in-service issues. Promote implementation of mitigation, solution or in-service issues on all programs Outputs Customer satisfaction for Airbus maintenance & engineering support. Volume and quality of the answers to technical queries. Contribution to improving the safety and cost of ownership of Airbus Aircraft Continuous Airworthiness of Airbus fleet in region Analysis of in-service events & problems and solutions. Position Requirements Engineering degree in university of aeronautics and astronautics About 5 years’ experience in Airline & MRO maintenance & engineering activity, knowledge of Airline operations Familiarized with Airbus technical documentation and manuals. Complete type training for at least one of the A320/A330/A350. Knowled ge of Regional Regulations (GCAA, GACA, etc…) , FAA/EASA is a plus. Understand Customer needs and agility with business Be familiar with Airbus organization and Airbus Customer Services business Good presentation skills and fluent in English, both oral and written. Highly concerned by Customer service and service minded. Ability to cope with a highly demanding environment. Tenacious, open mindset, adaptable, reliable and good communication skills Technical knowledge of ATA 27, 29 & ATA 32 High professional availability / flexibility: regular business trips, sometimes under very short notice. Organization structure The position is based in Dubai, United Arab Emirates. The job holder will operationally report to the Head of Fleet Efficiency and Engineering in the region, and will report functionally to the Head of In-Service Engineering group for the concerned ATA chapter in Toulouse. This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth. Company: Airbus Africa and Middle East FZE Employment Type: Permanent - Experience Level: Professional Job Family: Customer Eng.&Technical Support&Services By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus. Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com . At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.