Legacy Engineering, a division of PDS Tech, is seeking candidates for Technical Support Group Leader for the Regional Jet Development Program.
This position is located in Nagoya, Japan.
Promotion to Director Level will be indicated based on performance.
The Customer Support Director of Technical Support has responsibility to provide round-the-clock in-service technical support to aircraft operators by establishing the aircraft 24x7 Operations Center. This team will focus primarily on resolving Aircraft on Ground (AOG) priority issues, and address aircraft performance deterioration which may impact operations as detected through Aircraft Health Monitoring (AHM). The Technical Support leader is also responsible for creating the Service Request (SR) process which will be used by customer airlines (or their delegates), leasing companies and authorized MROs for the formal communication of technical issues or concerns that require a formal response from company. To resolve formal technical issues, the Operations Center staff will work with Service Engineering, the Fleet Chief, Design Engineering and the regulator (as necessary) to enable safe and efficient maintenance, repair, and continued safe operations of aircraft. Responsibilities include establishing deliverable commitments, establishing work priorities, creating the team and team structure, implementing work processes and process standards, implementing governance and communication processes, and evaluating the technical performance of the group.
Reports To: VP of Technical Services
SCOPE OF WORK:
- Implement the Service Request (SR) Processes and tools required to receive technical questions from customers, and coordinate and approve a timely, quality response. Create an archive of technical issues and responses.
- Implement a 24x7x365 Operations Center to provide round-the-clock support to customers and Field Service Representatives.
- The Operations Center will review every incoming technical request from each customer for its potential safety implication. Any potential safety issue will be coordinated with the Fleet Chief who will initiate the Lead Airline Process if required. The potential safety issue will be input into the 21-3 Continued Airworthiness Safety process.
- To the best of their ability, the Operations Center will answer technical questions (e.g. “How does this system work?”, “We want to do [X], what will be the impact and is this acceptable?”, “Please confirm our understanding of the [X] document that the [part description] for our aircraft serial number  is part number [xyz]”). Following the SR Process, they coordinate with Service Engineering, Design Engineering and Suppliers as necessary.
The primary deliverables of the Operations Center include:
- Detailed Service Request process definition, coordination and acceptance of the SR process by all affected organizations, tools or IT systems necessary to manage the SR Process efficiently, and desk top instructions and training for all impacted organizations
- Completed Service Requests as entered in the Customer Portal in accordance with established KPIs.
- Repair instructions and regulatory approvals for repairs not covered by existing approved repair manuals (SRM).
Expected Education/Experience and Skills:
- Qualified candidates must hold an engineering degree from an accredited Engineering School.
- Candidates must have worked in commercial aerospace for an Original Equipment Manufacturer (OEM), and have 5 or more years in senior leadership positions providing Service Engineering functions to commercial airline customers.
- Candidates must have Regulatory (FAA/EASA/JCAB) coordination experience.
- Candidates must have skills and experience managing Suppliers.