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Field Service Liaison Representative role for Bombardier Aircraft Services (BAS) based in Singapore, providing technical and non-technical support to aircraft owners and operators, and supporting the service center operations.
Job Responsibility:
Provide onsite and remote support (technical and non-technical) for designated Bombardier Aircraft Owners and Operators aircraft visiting the BAS Singapore Service Center (‘Service Center’)
Support engineers, technicians and customers with aircraft in-work at the Service Center
Be available on-call after regular work hours to assist customers and/or support Service Center issues as required
Occasional regional travel
Take ownership of issues or potential issues to ensure resolution meets customer expectations and Service Center objectives
Represent Bombardier as a technical ambassador through interactions with all levels of the customer’s organization
Collaborate with all levels of Service Center personnel
Promote Bombardier’s customer-centric culture and adhere to the Bombardier ‘Customer Credo’
Assist in resolving technical and commercial issues related to Warranty, Smart Services, and Parts Services at the designated Service Center
Educate, coordinate, and disseminate technical deliverables such as Advisory Wires, Service Bulletins, Technical Publications, Technical Campaigns
Stay current on all technical aspects of supported aircraft
Attend scheduled technical forums remotely or in person
Assist customers and Bombardier in processing Warranty and Smart Services claims
Provide informal on-site training to customers and service organizations
Deliver factual, concise, and value-added reports to customers and Bombardier internal departments
Set priorities and escalate concerns effectively within customer and Bombardier organizations
Provide Bombardier Senior Management with timely updates on key operational and maintenance concerns and suggest potential solutions
Promote Bombardier Mobile Response Team and Service Center services to Owners and Operators
Requirements:
Extensive knowledge of Bombardier Customer Support programs and service network
Ability to gain and maintain knowledge of Learjet series, Challenger series, and Global series aircraft
Familiarity with Bombardier Product Support policies including terms and conditions for Warranty, Smart Services, Parts Services, etc.
Ability to work independently and as part of a team, making sound decisions on behalf of customers while adhering to Bombardier Product Support policies
Strong mediation skills to resolve Service Center and customer concerns ethically and collaboratively
College or university diploma in an aviation-related field and/or equivalent license in Aviation Maintenance
or a minimum five (5) years of business jet maintenance experience (Singapore CAAS AML or EASA B1/2/C License with relevant aircraft type rating preferred but not required)
Minimum of five (5) years of aviation experience in maintenance, modification, and repair of jet aircraft
Excellent troubleshooting and problem-solving skills
Available for occasional travel and flexible/asynchronous work schedules
Strong interpersonal skills
fluent in English (written and spoken) while applying tact and diplomacy
Ability to work effectively in a global, team-based environment
Strong computer skills and adaptable to Operator software environments
General management skills: budgeting, time management, goal setting, and performance management
Excellent people skills: active listening, conflict management, meeting facilitation, coordination, and scheduling
Customer-centric mindset focused on continuous improvement
Nice to have:
Additional languages will be an asset
Knowledge of Service Center policy, manpower application, and role definition (desirable but not required)