Customer Service Engineer

Airbus - Wichita, KS

Full-time - Mid Level

Wichita, KS

101-250 employees

Transportation Equipment Manufacturing

About the position

Airbus Commercial Aircraft is seeking a Customer Service Engineer to join the Customer Engineering Support department in Wichita, Kansas. This role involves providing timely and consistent solutions to technical queries raised by customers regarding aircraft structure and systems issues. The engineer will manage repair solutions, analyze customer queries, and ensure compliance with key performance indicators while collaborating with various teams to maintain high customer satisfaction.

Responsibilities

• Manage the repair solution from customer's submittal through final approval (RDAF) issuance while maintaining customer expectations for delivery.
• Analyze customer queries related to structural damages against the Airbus Structural Repair Manual (SRM).
• Maintain strong interaction with the Repair Solutions team across all global regions to support the customer 24/7.
• Liaise with Design Offices to ensure requested repair definitions and justifications are provided on time with the required level of quality.
• Collaborate with Airbus Spares/Satair/spares focal to ensure that all repair solutions consider the availability of parts for each repair.
• Initiate updates of structure repair documentation with the SRM organization when shortcomings are observed.
• Ensure transfer of in-service experience and maintenance activities to management and other divisions of Customer Services.
• Use the TechRequest tool (SAP based program) to keep records of technical queries and exchanges with all involved parties.
• Liaise with Airbus Field Service community to ensure alignment on sensitive topics.
• Attend periodic meetings to escalate issues as necessary.
• Identify and follow up on damages related to potential safety critical items.
• Collaborate with Airbus Technical AOG Center (AIRTAC) or Major Incident Repairs team for complex repairs.

Requirements

• Bachelor Science/Engineering (BSc/BEng) degree or equivalent relevant experience in the field.
• 3+ years Engineering experience in an airline/OEM/MRO environment preferred.
• Knowledge of aircraft structure (design, fatigue, materials) and structural repairs, or mechanical.
• Ability to read and interpret engineering drawings, bills of material, and technical documentation.
• Knowledge of maintenance repair practices, equipment, and ways of working.
• Effective communication skills, both verbally and in writing, to team and business partners worldwide.
• Ability to take initiative and demonstrate high motivation and flexibility in a demanding environment.
• Professional interpersonal skills and ability to work with multidisciplinary teams.

Nice-to-haves

• Experience in an airline or Maintenance and Repair Organization (MRO) environment is highly regarded.

Benefits

• Profit sharing
• Paid parental leave
• Paid holidays
• Health insurance
• Dental insurance
• Paid time off
• Parental leave
• Employee assistance program
• Vision insurance
• Employee stock ownership plan
• Retirement plan