Job description

Position Summary
> Identify, propose and deploy technical improvements based on the analysis of main
contributors to component removals, in view of maximizing aircraft availability and reducing
the impact of technical issues on airline operations.
> Assess components reliability and cost, so as to identify pool sizing and configuration
improvement opportunities that will be beneficial to airline operations and cost of ownership
reductions, whilst also preserving ATR’s financial interest, profitability and competitiveness.
> On the base of LRUs observed performance on ATR in-service fleet (removal rate,
MTBUR), repair/maintenance cost analysis results and Mod/SBs analysis, submit
configuration improvement proposals (SBs, retrofits), that will allow Customers and ATR to
make the best possible benefit out of services.
> Create added-value for Customers under GMA contract, in terms of performance and
savings, by sharing ATR’s return on experience on technical incremental evolutions and
through a continuous monitoring of the technical and financial performance of the GMA
support.
> Ensure technical interaction with Customers, as well as internal coordination, in the frame
of services’ activities.
> Collaborate with the different technical support entities in Customer Care, with
Engineering and Program organizations, to ensure the preparation and consolidation of
technical support required to fulfill customer requests.
Main Responsabilities
> Identify technical recurring subjects that may require specific investigation regarding
airworthiness, design, reliability or quality.
> Ensure processing, follow-up and timely resolution of technical support queries from
airline customers in the frame of GMA contract execution.
> Complete in depth technical analysis of GMA components performance, review repair data
(shop finding reports analysis, repair costs) in cooperation with Repair Management group
(PSGR), to provide inputs and actively contribute to definition of technical improvement
solutions.
> When required in the frame of assessment of recurrent in-service occurrences, or for
investigation purpose, collect additional data, in coordination with other Customer Care &
Technical Support Entities.
> Visit customers on a regular basis to review the technical performance and present
customized analysis and identified improvement opportunities.
> Identify and take steps to implement mitigation actions whenever possible.
> Analyze out of scope events (exclusions), such as excessive NFF, CID, BER and propose
improvement actions or launch additional investigation actions when required to identify
corrective actions.
> Contribute, in coordination with other Technical Support entities, to the analysis and
deployment of necessary technical support actions subsequent to PAD and/or AD and
proactively inform all other involved Customer Directorate entities - in particular Product
Services-, to allow necessary dispositions.
> Provide Technical expertise to Procurement teams, in the frame of repair contract
negotiations and Product Support Agreements setup or renewal.

Internal Interfaces
Customer Care & Technical Support, Engineering Directorate, Programs, Quality,
Procurement, Supplier Management, ATR Support Centers, GMA Services
Key Skills / Key Personal Attributes / Experience Required
As the successful candidate, you will be able to demonstrate some of the following skills and
experience:
> Technical background and engineering analytical skills. Good knowledge of aircraft
systems and structure related subjects.
> Experience in technical support and/or engineering, in a customer service/program
organization.
> Experience in aircraft/fleet care services and/or MRO services.
> Ability to analyze and deal with aircraft maintenance documentation.
> Knowledge of ATR aircraft, although not compulsory, would also be an advantage.
> Working on a Windows environment. Proficient use of MS Office Suite (Excel,
PowerPoint, Word,). SAP knowledge. Previous experience in using a CRM database
(Customer Relationship Management) and/or a MIS (Maintenance Information System) will
be an advantage.
> Customer oriented.
> Good communications skills, used to interface with customers and to work in project teams
involving different directorates.
> Ability to drive a meeting with customers and to deliver a presentation in a multicultural
business environment.
> Positive and proactive attitude. Open minded and flexible.
> Ability to set priorities and adapt to customers’ driven and internal time constraints.
> Problem solving orientation. Customer and goal focus.
> 5 to 10 years experience in aerospace industry. With a sound technical background,
experience in customer support and services involving both engineering support and
commercial related aspects.
> Previous experience in an airline would be an advantage, to address customers’
expectations thanks to perfect understanding of aircraft/airline operations.
> Aeronautical Engineer Degree or equivalent experience.