Customer Service Engineer

We’re more than aviation experts, we’re pioneers. Bell challenges what’s possible. From breaking the sound barrier to developing the tiltrotor, we’ve reimagined the experience of flight for more than 85 years. Today, we’re redefining what flight is capable of.

The Customer Service Manager (CSE) is responsible for representing Bell to our customers throughout the world. This position will focus on developing and enhancing customer satisfaction in technical assistance, aircraft operational guidance, logistical assistance, and sales support by providing a direct link between various Bell entities and our customers, leading to great customer experience and increased sales. The individual selected for this role will deliver world-class technical support to Bell aircraft owners in the region.

The position is based in Philippines. 

Job Responsibilities:

Technical Support:

• Consults on customer technical issues to maintain, repair, and upgrade aircraft.
• Provides hands-on maintenance for Bell aircraft during company-sponsored demonstrations and shows.
• Conducts expert troubleshooting to minimize aircraft down time and thrill our customers.
• Conducts sign-off of Bell-owned aircraft maintenance activities.
• Develops and conducts formal presentations on maintenance-related topics to customers, which could include conferences, seminars, etc. (e.g. rotor track and balance, human factors).

Sales Support:

• Consults the customer on appropriate spare parts and volumes to purchase.
• Establishes relationship between aircraft salesperson and customers, which results in aircraft sales, as well as aftermarket support and services.
• Acts as technical expert to assist salesperson conducting sales demonstration in the field.
• Provides sales support.

Administrative Support:

• Interfaces with customers on warranty-related matters to ensure warranty policy and guidelines are being followed.
• Acts as the interface between customers and the Bell commercial business to ease the customer experience during purchase of aftermarket parts and services.
• Assists with scheduling classes at the Bell Training Academy for foreign entities, and course translation as needed.
• Collects Bell fielded aircraft data, which allows Bell to make decisions on spares sales, service offerings, and new business development.

General:

• This position is remotely located and operated independently of direct supervision for decision-making and day-to-day activities.
• This role requires them to be on-call 24 hours a day based on the needs of customers for aircraft maintenance and support.
• At least 50%25 travel is required.

Job Requirements:

Education:

• Tertiary Level on Aviation Engineering related.

Experience:

• At least 10 years of hands-on helicopter maintenance experience and 5 years’ experience working on/with Bell helicopters from a maintenance/repair perspective.
• Experience with EFIS, FADEC and integrated avionics system. 

Skills / Certifications:

• Hold a regulatory body certificate, eg FAA Airframe and Powerplant license or LAME license.
• Read, write and speak English fluently.
• Physically fit to work in demanding environments.
• Strong Customer Service mindset.

Preferred:

• Preferably has overseas work experience.
• Must be able to travel within short notice and on weekends as needed.
• Must be able to be on-call 24hours a day including weekends, as the call is to support aircraft on ground.
• Must live in or be able to relocate to the service area indicated.