Field Service Representative

at De Havilland Aircraft of Canada Limited
Location Addis Ababa, Ethiopia
Date Posted October 28, 2022
Category NGO
Job Type Full-time
Currency ETB

Description

De Havilland Aircraft of Canada Ltd. (‘DHC’) is a proudly Canadian aerospace company currently transitioning its corporate headquarters to Calgary, AB. DHC is undertaking a consolidation of its underlying subsidiary companies under a single brand currently offering engineering, aftermarket, new aircraft manufacturing, modifications, parts manufacturing and flight training. DHC currently has approximately 1,200 employees based in BC, AB and ON as well as in markets and distribution hubs world-wide. Our strong entrepreneurial spirit, together with a culture of empowerment, quality and innovation create opportunities to grow and succeed in an organization with a proud heritage and bright future.ProfileWe have an immediate opening for a highly motivated, customer focused Field Service Representative to enhance our Customer Support presence in Addis Ababa, Ethiopia. The position reports directly to the Manager of Customer Support. In this position, you will be a key focal for all Aftermarket related activities within a designated geographical reginal as it relates to Customers, Partners, Suppliers, Etc. together with management, you will co-develop/execute on yearly goals & objectives and determine how best to utilize all available tools and resources to achieve expected results.Duties & Responsibilities

  • In-country/region focal for De Havilland Customer Support (representing De Havilland Aftermarket)
  • Provide guidance to our customer(s) and facilitate the integration of the Dash 8 aircraft into the customer’s operation in a safe, efficient and economic manner
  • Review airlines practices and provides recommendations to reduce cost of aircraft ownership
  • Assess airline’s reliability data, maintenance/pilot reports and build action plans to improve fleet dispatch/reliability
  • Influence customer(s) to act on De Havilland recommendations to improve aircraft operational performance
  • Provide information and informal training (technical, operational, logistical, etc.) to customers
  • Set priorities and effectively escalate concerns within the Customer’s organization and De Havilland
  • Interface with the customer’s organization at all levels
  • Act as a liaison between the Operators, local regulatory authorities, suppliers, and De Havilland to facilitate a timely resolution on open issues
  • Timely updates to De Havilland’s management of customer’s key operational and maintenance concerns/issues
  • Be required to lead and/or support De Havilland in-region start-up teams to ensure successful Entry into Service, field parties as they carry out modification, retrofits, product improvement installations, and damage repairs at the customers’ facility
  • Leverage and effectively utilize De Havilland’s internal (customer support/in-service related/ISE/etc.) processes including reports in accordance with established requirements and schedules
  • Build effective working partnerships across functional departments and key influencers within Customer/De Havilland/suppliers/regulatory authorities to enhance the customer experience
  • Administrative responsibilities, including weekly/monthly Governance
  • Required to travel worldwide and in certain cases on short notice
  • Maintain legal work status and obtain/retain any required security clearances

Experience

  • You have a minimum of 10 years of aviation experience in the operation, maintenance, modification and repair of multi-engines, commercial aircraft
  • You have 5 years hands-on experience on De Havilland products, primarily Dash 8 series aircraft

Education and Professional Qualifications:

  • You have a community college diploma in Aviation Maintenance or equivalent
  • You have a suitably endorsed Aircraft Maintenance Engineer License or equivalent
  • You hold a Dash 8 AME or A&P or B1/B2 license and remain in good standing

Skills

  • Possess strong computer skills including working knowledge of Microsoft Suite (MS Word, Excel, PowerPoint, Outlook)
  • Excellent communication skills and with the ability to influence effectively at all levels (internal/external stakeholders), both written and verbally, with demonstrated tact and diplomacy
  • Self-motivated, able to work independently, prioritize tasks, manage multiple time sensitive initiatives simultaneously
  • Maintaining regional pulse of our customers and share with HQ
  • Ability to de-escalate/address customer concerns before their turn to issues
  • Ability to capture/provide regional aviation intelligence and share to HQ
  • Maintain credibility with Customers/suppliers/local regulatory authorities
  • Ambassador to the De Havilland Brand. Promote/defend De Havilland’s reputation/brand with pride (political/industry/regional events/etc.)
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