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Field Support Technical Representative (002536) in London at Inmarsat

Date Posted: 1/18/2019

Job Snapshot

Job Description

Primary role purpose:

The primary function of the Technical Representative is to support Inmarsat’s airline customers while monitoring maintenance, repair, troubleshooting and return to service of the Inflight Connectivity on board customer aircraft. The Technical Representative will ensure that all work performed is in accordance within agreed contractual terms and that aircraft are returned to service with fully functioning IFC at the earliest opportunity. The skill and knowledge level for this position must be technical competence with commercial aircraft systems, specifically electrical and avionics equipment troubleshooting and testing.

The incumbent should expect to work on assignments that are complex in nature and require considerable judgement, initiative and specialised technical knowledge to resolve problems and / or develop recommended solutions. The Technical Representative will interface and work collectively with Inmarsat’s airline partners to ensure good communication and closure of day-to-day maintenance concerns. The need to present information to customers and internal stakeholders will be frequent and must be delivered professionally.

Job Requirements

Key Responsibilities:

  • Achieve and maintain specific customer satisfaction goals as defined by the Head of Global Field Support.
  • Develop and maintain excellent working relationships with all internal and external stakeholders.
  • Complete assigned tasks as required to meet schedule.
  • Work collectively with the customer airline’s maintenance, engineering and planning teams to ensure all issues are identified and resolved in a timely manner.
  • Monitor and analyse system and component performance to identify trends, investigate root cause and drive improvement.
  • Support all technical operations related Inmarsat systems installed on the customer fleet, including but not limited to preventative maintenance, fault isolation, troubleshooting, software loading, hardware replacement and fault rectification.
  • Ensure that all the required maintenance and preventative maintenance is performed in accordance with agreed contractual terms and procedures.
  • Provide a comprehensive level of reporting of all technical issues and resolution actions internally and externally and escalate issues as appropriate
  • Review all relevant documentation including but not limited to AMM amendments, TSM’s FIM’s and SB’s to ensure the information is accurate and appropriate.
  • Provide guidance of the IFC to maintenance staff and airline personnel.
  • Ensure all tooling and equipment required to maintain the IFC is available and up to date.
  • Assist Line Maintenance management in the development of improved maintenance and preventative maintenance of the IFC.
  • Provide technical and operational training to airline personnel as required

Essential Knowledge and Skills:

  • Bachelor’s degree in Computer Science, Electrical Engineering or Computer Engineering or relevant vocational experience.
  • Experience in aircraft maintenance including electrical and avionics installations on commercial aircraft.
  • Must have a strong understanding of airline operations and air legislation
  • In-depth knowledge of the relevant technologies is preferred
  • Ability to interpret all technical manuals and schematics including engineering orders supporting the installation and maintenance of complex avionics systems.
  • Strong customer facing skills.
  • Excellent written and verbal communication skills are required
  • Computer skills including Microsoft Office preferred
  • Ability to travel domestic and Internationally (extensive and frequently)
  • Ability to travel for extended periods of time with short notice
  • Ability to work holidays, weekends and all shifts based on airline schedules and available aircraft ground times