Technical Support Representative

Job details

Domain

Performance and Support

Job field / Job profile

Customer services and support - Product support engineering

Job title

Technical Support Representative

Employment type

Permanent

Professional category

Employees / Staff

Part time / Full time

Full-time

Job description

SUMMARY OF JOB PURPOSE

Technically assess the reason for return of engines, modules, FCU/HMU's, or isolated parts to Safran Helicopter Engines USA to develop a comprehensive Workscope document describing the series of operations to be performed in accordance with the Safran Helicopter Engines Technical Documentation.
To provide technical assistance as required to both Customer Service personnel and MRO technicians to ensure an understanding of the operations and/or instructions to be performed within the Workscope for returning an engine, module, FCU/HMU, or isolated part back into service as per Repair / Overhaul requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Complete technical familiarity and experience with Arriel or Arrius modules, engines, helicopter isolated components and/or FCU's/HMU's.
Ability to revise / perform a logbook review to validate/update the counters of time for tracked components and to perform a general review of the various logbook sections for identifying additional maintenance interventions since the last repair or overhaul activity.
Ability to create a Workscope with the identification of the necessary operations and special instructions to be performed based on the number of hours, cycles, life-limited parts, delivery configuration, and/or reason for return of an engine, module, FCU/HMU, or isolated part.
Assist Customer Service as required to review with the customer the Workscope generated with regards to the reason for return of an asset, and to propose alternative solutions in accordance with Safran Helicopter Engines technical documentation.
Maintain oversight of assets on a day-to-day basis from arrival through final inspection.
Assist Technical Support Engineers in analyzing data concerning induction tests or from arrival inspection for providing options to the customer through the Customer Support Department, or for creating a sequence of operations or special instructions within the Workscope documentation.
Workscope (TSR) will be the point person on all technical issues including DR's, DTR's.
Provide a revised Workscope as required based on the discoveries made at Disassembly and/or Metrology, Customer's request or from the analysis of particle samples in association with assets returned due to incidents or performance failures at the customer's site, or performance issues at SafranHE USA test cell.

Candidate skills & requirements
Able to perform Dirty Review of parts (after disassembly) with the goal to identify parts non-conforming with repair manual criteria to reject them early in the process. After the part analysis, feedback is provided to corresponding customer support representative in order to secure the definition of the scope of work (repair or overhaul).
Ability to write and review a Technical Report for indicating the results of the inspection, the origins of the failure and/or incident at the customer, the damage observed at Disassembly or Arrival Inspection and/or the performance data obtained from a pre-induction test.
Participate in continuous improvement initiatives to identify modifications, clarifications, or process changes with Safran Helicopter Engines Technical Documentation that improves the ability to effectively write Workscopes that minimize over processing of assets while meeting Safran Helicopter Engines technical requirements for repair or overhaul serviceability.
Assist both the Master Technician and Technician within each micro-phase to ensure technical issues are resolved expediently to maintain standard TAT objectives.

REQUIRED COMPETENCIES - Education / Knowledge / Skills and Abilities
5 years of Turbine Engine experience.
Airframe & Power plant certificate from a college or technical school preferred.
3 years of detailed part inspection experience with the ability to demonstrate good knowledge of current repair manual criteria related to part inspection preferred.
Intermediate Level - Microsoft Office; Outlook, Word, Excel, plus significant knowledge and experience of SAP.
Mechanical / Technical / Interpersonal skills must be adapted to the unique requirements of the organization.

PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is regularly required to use, feel and reach with hands and arms. The employee is frequently required to stand, occasionally required to walk, sit, talk or hear.
The employee must regularly lift and / or move up to 10 pounds and occasionally lift and / or move up to 25 pounds.
Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

This position requires access to information and hardware subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). The selected candidate must be a U.S. person or must meet eligibility requirements for access to export-controlled information and hardware.

Annual salary

TBD

Job location

Job location

North America, United States, Texas

City (-ies)

Grand Prairie

Applicant criteria

Minimum education level achieved

High School Diploma/GED Equivalent

Minimum experience level required

More than 5 years

ITAR Controlled Position: Select "Yes" if role requires U.S. citizenship/permanent residency

Yes