Job Description Summary

The Fleet Support - Remote Monitoring and Diagnostics (RM&D) Lead Customer Diagnostics Engineer will provide engine health monitoring services to our airline customers through early detection and customer notification reports (CNRs), to maximize aircraft utilization through direct communication with airline customers. The Lead Customer Diagnostics Engineer will also develop prognostic analytics to detect engine failure modes from flight data to minimize significant events.

Job Description

In addition, as RM&D Lead Customer Diagnostics Engineer, you will:

• Provide accurate and timely technical assistance to airline customers in the proper operation, maintenance, and troubleshooting of engines.
• Drive fleet stability, minimize significant events through active analysis/review of fielded engine performance with customers, cross-functional engineering, and product line teams.
• Lead and engage team members on complex processes.
• Develop and drive key strategic initiatives to improve the effectiveness and value of Fleet Support diagnostic services.
• Develop, improve, and drive execution of processes using FLIGHT DECK methodologies.
• Identify product failure trends and assist in identifying probable root causes.
• Provide effective training to airline customers to improve their utilization of the self-service diagnostic tools.
• Seeks out advancement of current engine diagnostic capabilities and services to enhance airline customer satisfaction, including developing new and improving existing detection analytics.
• Provide front-line technical response to airline customer inquiries, identifying potential problems and coordinating troubleshooting activities with numerous internal organizations, minimizing excessive maintenance burden to the customer through key airline customer calls.
• Develop and capture technical problem-solving knowledge, communicating with other organizations to enable effective resolution of airline customer problems and inquiries.
• Interpret aircraft and engine manuals and service bulletins.
• Manage communication with external customer and internal organizations at all levels to ensure effective product support and customer satisfaction, and to enhance the GE image.
• Distribute information on airline customer issues so that all members of the customer support team share common understanding and objectives.
• CFM Specific Tasks:
  • Key airline customer relationship owner as Diagnostic Engineer for the CFM fleets.
  • Develops and maintains analytic in support of the CFM56 product line working with both GE and Safran engineering teams.
  • Leads connection with Safran and work joint projects across multiple global site locations

Required Qualifications

• Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of relevant work experience).

• Minimum of 3 years experience in the Engineering/Technology & Fleet Management.

Desired Characteristics

• Humble: respectful, receptive, agile, eager to learn
• Transparent: shares critical information, speaks with candor, contributes constructively
• Focused: quick learner, strategically prioritizes work, committed
• Leadership ability: strong communicator, decision-maker, collaborative
• Problem solver: analytical-minded, challenges existing processes, critical thinker