Senior Service Representative

Job Description

Position title Senior Service Representative

Location Hong Kong

Business Civil Aerospace

Global Grade GG9

We are looking for an enthusiastic, proactive, and delivery driven individual to join our Services Airline Support Team network as an Airline Support Field Service Representative. This position will be based in Hong Kong at Cathay Pacific City.

As the advocate for the customer within Rolls-Royce, the AST will build a strong relationship with the Customer, providing expertise and prompt, proactive support to solve issues and avoid disruption to the customer’s operation. The AST will provide support and inputs into our services lines to deliver customer fleet and campaign plans, update the organisation as to how products are performing in service, and strive to improve the customer experience over the product lifecycle.

At Rolls-Royce, we pioneer the power that matters to our customers, to society and to the planet.

We deliver the best jet engines in the world. Through intelligent innovation and active collaboration, we’re putting our customers at the forefront of the aviation industry – and we keep them there. Our product portfolio powers more than 35 types of commercial aircraft, and with over 13,000 engines in-service around the world; we’re keeping the world flying.

Principle Accountabilities

Develop a close working relationship with the customer at all levels to facilitate communication of key business messages to the customer and collection of customer data.

Act as the customer’s advocate within the Rolls-Royce organisation and ensure that the voice of the customer is heard, raising customer concerns and needs in a timely manner.

Provide 24/7 support to customers, promoting timely resolution of issues by communicating through the appropriate IT systems and channels.

Support any major or minor event investigation and support the airline in the event of operational disruption (AOG, IFSD, ATB, DIV) providing timely technical and parts supply assistance.

Provide product technical advice/guidance on operation, maintenance, configuration, and troubleshooting.

Identify potential issues with products & services to enable them to be proactively managed.

Provide customer business forecast inputs, fleet plans and shop visit plans.

Report engine events and maintain engine configuration and engine standard in executive systems.

Be able to represent the Rolls-Royce position to a customer and uphold that position in challenging circumstances.

Person specification

This role demands a high degree of self-motivation, flexibility, initiative, communication skills and commitment to deliver.

Candidates will ideally possess a thorough knowledge of the civil aviation industry and a good understanding of Rolls-Royce products and service contracts.

The successful candidate will;

Have experience of working in a customer facing environment and ideally be educated to degree level in a relevant discipline or hold/have held an Aircraft Maintenance License.

Have a good understanding of Rolls Royce’s strategy and business objectives.

Have a technical and/or services background and experience of working with gas turbines, their operation and functionality, plus familiarity with airline maintenance practices and regulations.

Be customer focused.

Be IT literate, Power BI, VBA, and DAX skills are considered advantageous.

Be a clear, concise communicator.

Be well organised with a proven ability to plan and prioritise to achieve on-time delivery.

Good business acumen and ability to deal with ambiguity in a changing fast paced environment.

Be culturally aware.

Working Cantonese language proficiency is considered advantageous.

As part of our selection process, candidates in certain locations may be asked to complete an online assessment, which can include cognitive and behavioural aptitude testing relevant to the role. If required, full instructions for the next steps will be provided.

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