Job Description

For us, working at Safran is more than just a job; it's a passion. There's the unique opportunity to lead the way in aerospace and defense and contribute to creating a safer and more sustainable world.

Job Summary:
A Field Support Engineer provides on-site technical support to clients, typically involving troubleshooting, installing, and maintaining hardware and software. They address technical issues at client locations, ensuring the smooth operation of systems and customer satisfaction.

Responsibilities and Duties:
-Provide technical support to field engineers, technicians and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical and hydraulic equipment
-Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinative product solution.
-Ensure customer satisfaction: monitor and solve issues, anticipate on customer needs.
-Collaboration: Work with clients and team members to identify, replicate, and resolve system malfunctions.
-Root cause analysis: Perform root cause analysis to identify the underlying causes of technical problems.
-Problem resolution: Develop and implement solutions to resolve technical issues.
-In charge to monitor KPIs related to customer satisfaction (for technical issues): OTD on requests, Time to get a fix
-Propose to the customer services in relation with product performance: e.g. Training on product, documentation, product usage, maintenance practice and CMM application
-In charge to report to central organization all events and KPIs
-Support EIS
-Represents the company as holding a “front office” position

Complementary Description

Skills and Requirements:
-Analysis - Demonstrates the ability to provide a logical, in-depth analysis of a problem or situation.
-Cooperation - Takes personal initiative to proactively serve as team motivator creating strong morale and synergy.
-Coordinating - Ensures that information has been received and accurately understood by all parties.
-Customer Service Orientation - Provides customers with quality experiences, establishing and maintaining effective relationships.
-Dependability - Ensures that all details of a project are accurate before delegating to others.
-Judgment - Bases decisions on factual information and considers alternative courses of action before reaching decisions.
-Product Knowledge/Features/Benefits
-Usage of IS tools such as PLM, Digital Tech Pub tool usage, ENOVIA
-Airworthiness regulation
-Strong analytical and problem-solving abilities, knowledge of methods such as 8D
-Available to provide support outside the business hours
-Excellent communication and interpersonal skills
-Listening skills
-Reporting Cross sharing, transverse collaboration

Education/Experience:
-Bachelor's degree in engineering
-Aerospace Technical background
-Minimum of 5 years of experience in product support engineering
-Customer relationship
-Cultural understanding of customer

Job Requirements

Other Requirements:
This position requires use of information or access to hardware, which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
-Legally authorized to work in the US without company sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

But what else? (advantages, specific features, etc.)

Travel up to 10%

Company Information

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.