Technical Support Representative

Job Description

Japan (Tokyo)

As the advocate of the Customer within the Rolls-Royce organisation, the AST will build a strong relationship with the Customer, providing operational support to deliver the best solution to overcome any issues and avoid disruption through an awareness of the fleet and prompt, proactive support. The AST will provide support and inputs into our services lines to deliver the Customer fleet and campaign plan, keeping the record of embodiment's and fleet configuration up to date in the systems and will update the organisation how the products are performing in service and strive to improve the customer experience over the 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.

Key Accountabilities:

• Be the key interface between Rolls-Royce and the Customer, identifying strategic influences/enablers within the Customers' organisation

• Act as the Customers advocate within Rolls-Royce organisation and ensure that the voice of the Customer is heard, raising Customer concerns and needs in a timely manner

• Support the WTT/CFG process to ensure a seamless communication and understanding of project issues

• 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

• Responsible for reporting engine events and maintaining engine configuration and engine standard in executive systems

• Support management of fleet and campaign planning, updating usage from the Customer along with prioritisation of engine changes and stagger plans for mod incorporation/life management plans

• Responsible for raising requests for any OWS support required (specialised or contractual tasks) through the OWS Planning team and ensuring that the enablers for performing the ask are in place

• Manage transportation of removed engines

• Provide on-site management of the LRU Service an MMS or Parts Availability

• Provide support/management of lease engines/tooling/stands

• Management of resolution of Customer Responsible Charges (CRCs), vet all backing data to ensure invoicing is correct and agree charges w/ Customer

• Help to minimise exposure of debt: review statements of accounts with customers ensuring that commitments are met for payments of invoices

• Support the correct billing of TotalCare invoices by reporting aircraft utilisation in Chub on a monthly basis

We offer excellent opportunities to develop, along with a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Pioneer the performance of the future. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for brilliance and innovation.

Beyond tomorrow

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realize their full potential.

You can learn more about our global Diversity and Inclusion strategy here.

So that you can be your best at work and home, we’ll consider flexible working arrangements for everyone, in any role.

Rolls-Royce follows a merit-based employee recruitment process and does not charge/accept any payment/security deposit from candidates during the recruitment process. Candidates seeking employment with Rolls-Royce should be cautious of potentially fraudulent communications and offers from individuals and agencies purporting to be from, or acting on behalf of, Rolls-Royce.

Please refer to the Career section on the Rolls-Royce website to verify employment offers or vacancies. Rolls-Royce shall not be liable for any loss, damage or consequences that may arise from any communication or offer of employment not directly made by Rolls-Royce.

Rolls-Royce reserves the right to take legal action against any individuals or agencies acting on behalf of Rolls-Royce without authorisation.

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