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Product Support Lead

Location: UK
Reference no. : 1443
Date added: 24/03/2017
Salary: €neg


Product Support Lead


Job description


Represent the aftermarket function both internally and externally on multiple programmes.

Lead technical investigations and work-packages consisting of multiple disciplined team members in support of internal and external customers.

Provide external customer technical communications and champion the customer internally.

Produce internal reporting including aftermarket reviews to the senior leadership.


Responsabilities :


·         Manage the work-packages of a multi-disciplined team as per PROMPT process under the supervision of the program

·         Adherence to program NRC/RC for aftermarket business plans

·         Deliver In-service Readiness packages

·         Analysis of in-service and test data to identify source of equipment problems. Identify trends and lead corrective action programs on company products.

·         Evaluate the aftermarket impact of proposed engineering changes.

·         Maintain customer and end-user communications both verbally and written

·         Ensure the total support of internal and external customers, by answering customer queries, leading in-service programs, and in-service data analysis.

·         Instigate changes to internal and external product documentation and publications

·         Technically represent the client front of customers and suppliers.

·         Provide support for technical documentation, field service team and ILS function tasks.

·         Plan in-service retrofits and recalls including costs.


Additional description


&bullAccountable for in-service event resolution and products' improvement

&bullLead new damage or event expertizes

&bullAnswer/support questions from customers (operators or repair stations)

&bullLead return of experience activities as well as reliability analysis of in-service products (NCR, field service reports, repair shop reports...) : follow-up in-service events, risks and root cause analysis, synthesis and communication of return of experience to program team, follow-up of dashboards and KPI's (Reliability,Dispatch, testability, TTGF,&hellip) against the contractual commitments.

&bullLead in-service resolution process from identification of problems, definition of containment/mitigation, definition of needs for repair solutions and retrofits until their application.

&bullParticipate to creation of improvement plans of maintenance operations in order to reduce maintenance costs and TAT

&bullDefine and approve in-service products' configurations and their different versions

&bullAccountable for the airworthiness of the configurations


&bull Lead the creation of means of support during in-service

&bull Make sure tech pubs are created (CMM, SIL, SB, ECR), including definition changes and repair shop change requests (Internal or Customers).

&bull Maintenance tooling, in line or in shop, design and approval.

&bull Spares :  make sure of definitions, readiness and approval of technical catalogues and kits.

&bull Training   make sure course material for use of the products are made available.


Candidate skills & requirements


·         Technical (aerospace) / products knowledge

·         Customer oriented mindset

·         English, TOEIC (600)

·         Technical documentation creation know how

·         Knowledge and capability to enforce airworthiness regulations applicable to its activities

·         Know how to create, propose and ease the ion between many technical solutions

·         Project and planning management

·         Coordination, teamwork and communication skills


·         Leadership, able to influence and take decisions



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