Customer Support Engineer 4\5
This position is within the Global Transport & Executive Systems (GTES) C-32A & C-40B\C program within the Service Engineering team. The C-32A and C-40B\C are VIP commercial derivative aircraft with specialized communications equipment on successful candidate will work as a service engineering to provide the USAF customer with configuration management of delivered C32A / C-40A/B/C aircraft. The successful candidate will also provide engineering authority release for logistics issues such as Service Actions and Technical Dispositions. The successful candidate will be required to lead projects and teams to resolve complex program issues.
Leads researches and develops engineering updates of very complex, highly visible technical in-service issues such as to determine safety implications, preparing analysis, recommendations and presentations regarding safety processes. Develops and evaluates engineering solutions related to product support concerns. Reviews work in progress to ensure that specifications, design requirements, criteria and performance to plan are achieved. Conducts failure analysis and troubleshooting to understand root cause. Leads significant projects, responsible for issues affecting project schedule, cost and performance. Prepares plans and develops new principles, processes, methods, service and support concepts integral to the design of each new and derivative product. Leads communications and presentation material for dissemination to customers. Resolves programmatic and technical problems that would affect cost, schedule and performance. Serves as voting member on Warranty Board. Works under consultative direction.
Competencies
General• Communication
Consistently clarifies purpose and importance; stresses major points; follows a logical sequence. Consistently keeps the audience thoroughly engaged through use of techniques such as analogies, illustrations, humor, an appealing style, body language, and voice inflection. Consistently frames even complex messages in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience. Consistently seeks input from audience; checks understanding; presents message in different ways to enhance understanding. Uses syntax, pace, volume, diction, and mechanics appropriate to the media being used; attends to both direct and indirect messages from others; correctly interprets messages and responds appropriately. Advises fellow project leads and other internal employees in effective communication techniques.
• Project Management
Extensive experience in creating comprehensive multi-tiered project schedules for significant Business Unit projects; identifies time frames for key project milestones and ensure alignment of sub tier activities for overall project visibility, tracking and completion. Directs and manages very complex project schedules requiring interfacing with multi regional or international activities. Independently identifies project resource requirements, integrate and direct multi project elements into a single collective overall project plan. Collaborates with others on the most complex projects assigned. Ability to direct, delegate and ensure performance of assigned responsibilities and tasks as a project team leader in support of the overall large scale and complex projects. Identifies and resolves any issues and provide solutions and or recommendations to ensure the successful completion of the project.
Technical• Aircraft Maintenance
Basic - Extensive and specialized knowledge of customer aircraft maintenance processes, policies, culture, and standard practices (e.g., return to service, normal duties/responsibilities, time constraints, available resources) in order to effectively represent the customer within the company.
Preferred - Advanced/expert knowledge of customer aircraft maintenance processes, policies, culture, and standard practices (e.g., return to service, normal duties/responsibilities, time constraints, available resources) in order to effectively represent the customer within the company.
• Analyze & Interpret Engr Data
Basic - Extensive and specialized ability to analyze and interpret company products (e.g., ability to analyze and interpret all products and services with the group). Makes use of and applies job practices, techniques, standards, principles, theories, and concepts. Recognized as a job expert within the department/organization.
Preferred - Advanced, expert ability to analyze and interpret company products. Contributes to the development of new principles and concepts as well as advanced job practices, techniques, and standards. Recognized as a job expert within the company.
• Commercial Maintenance Prod
Basic - Extensive, specialized (depth) knowledge of commercial customer support products and services.
Preferred - Advanced, expert (depth and breadth) knowledge of commercial customer support products and services and implements improvements and enhancements.
• Customer Knowledge
Basic - Extensive, specialized knowledge of techniques to help identify a customer's organization, capabilities, practices, support resources, preferences, problems, and other constraints in order to provide effective product support and technical issue resolution.
Preferred - Advanced, expert knowledge of techniques to help identify a customer's organization, capabilities, practices, support resources, preferences, problems, and other constraints in order to provide effective product support and technical issue resolution.
• Engineering Technical Info
Basic - Extensive ability to read, understand and interpret engineering technical information (e.g., drawings, handbooks, industry standards and specifications).
Preferred - Advanced, expert ability to read, understand and interpret engineering technical information (e.g., drawings, handbooks, industry standards and specifications).
• Industry Knowledge
Basic - Extensive, specialized knowledge of internal and external business environment. To include customers and their business models, competitors, general market forces, global economy, market trends, regulatory environments, and political forces/realities. Extensive, specialized knowledge of your Boeing business segment (to include competitors) and other Boeing product lines. Extensive, specialized knowledge of products regulatory environment (FAA, JAA, MIL STD., etc.).
Preferred - Advanced, expert knowledge of the industry environment. Include customers and their business models, competitors, general market forces, global economy, market trends, products regulatory environments, political forces/realities.
• Influencing Others
Basic - Demonstrates proven ability to state what is needed to persuade and convince others without causing defensiveness and to inspire others to take action. Builds relationships to gain support and commitment from others, promotes ideas with enthusiasm, conviction and assertiveness. Provides compelling rationale for arguments and uses appropriate level of persistence on activities requiring ingenuity and innovative solutions. Serves as a mentor to others.
Preferred - Demonstrates complete understanding and viewed as a role model in the ability to state what is needed to persuade and convince others without causing defensiveness and to inspire others to take action. Builds relationships to gain support and commitment from others, promotes ideas with enthusiasm, conviction and assertiveness. Provides compelling rationale for arguments and uses appropriate level of persistence on activities requiring ingenuity and innovative solutions. Serves as a mentor to others.
Basic Qualifications For ConsiderationDo you have at least 3 years of experience leading projects and\or teams?
Do you have at least 2 years of experience providing engineering authority release for logistics issues such as Service Actions and Technical Dispositions?
Do you meet the criteria described in the 'Typical Education / Experience' section of this requisition?
Typical Education/Experience
Level 4 - Degree and typical experience in engineering classification: Bachelor's and 9 or more years' experience, Master's with 7 or more years' experience or PhD with 4 or more years' experience. Bachelor, Master or Doctorate of Science degree from an accredited course of study, in engineering, computer science, mathematics, physics or chemistry. ABET is the preferred, although not required, accreditation standard. Level 5 - Degree and typical experience in engineering classification: Bachelor's 14 or more years' experience, Master's with 12 or more years' experience or PhD with 9 or more years' experience. Bachelor, Master or Doctorate of Science degree from an accredited course of study, in engineering, computer science, mathematics, physics or chemistry. ABET is the preferred, although not required, accreditation standard.
Other Job related information
US citizenship required :Ability to obtain secret security clearance. Some travel may be required.
- Business Unit Defense, Space&Security
- Division Global Services & Support
- Program Mm & U
- Job Type Non-Management
- Experience Level Career/Experienced
- US Person Status Required? Yes
Closing Date: 02/10/2012
