Field Service Representative

Equal Opportunity/Affirmative Action Employer including Vets and Disabled**Your role in helping us shape the future**:
As a Field Service Representative (FSR), you will support Intelsat’s airline customers with advanced technical expertise for installation and maintenance issues and problem-solving processes. The FSR working with Airline or Vendor personnel will ensure that all work performed is in accordance within agreed contractual terms and that aircraft are returned to service with fully functioning In-Flight Connectivity (IFC) at the earliest opportunity.
Skills required for this position include technical competence with commercial aircraft systems, specifically electrical and avionics equipment troubleshooting and testing.
Applicant must be able to complete complex assignments that require considerable judgment, initiative and technical knowledge to resolve problems and/or develop recommended solutions. The FSR will interface and work collaboratively with internal teams, Intelsat’s airline partners and/or Vendors to ensure effective communication and resolution of any day-to-day concerns. Frequent, professional communication with customers and internal stakeholders is required. Location is assigned based on operational requirements.
**Are you up to the challenge?**
- Achieve and maintain specific customer satisfaction goals as defined by Senior Leadership.
- Develop and maintain excellent working relationships with all internal and external stakeholders.
- Complete assigned tasks as required to meet deadlines.
- Work collectively with the customer airline’s maintenance, engineering and planning teams to ensure all issues are identified and resolved in a timely manner.
- Support all technical aspects of Intelsat systems installed on the customer fleet, including but not limited to installation, preventative maintenance, fault isolation, troubleshooting, software loading, hardware replacement and fault rectification.
- Ensure that all the required installations, maintenance and preventative maintenance is performed in accordance with agreed contractual terms and procedures.
- Provide a comprehensive internal and external reporting of all technical issues and resolution actions and escalate issues as appropriate.
- Review all relevant documentation for accuracy and appropriateness including, but not limited to, Installation Drawings, AMM Amendments, TSM’s FIM’s and SB’s.
- Provide on-site guidance of the IFC to airline or maintenance personnel.
- Ensure all tooling and equipment required to maintain the IFC is available and current.
- Assist with the development of improved IFC system installation, maintenance and preventative maintenance techniques.
- Provide technical and operational training to airline personnel or vendors as required.
- Monitor and record the LRU repair workshop findings, identifying trends in both no fault found and units failing with a similar cause.
**You should definitely have**:
- FAA A&P (or other regulatory body) certification required
- Minimum 3 years’ experience in aircraft maintenance including electrical and avionics systems on commercial aircraft.
- Fluent in spoken and written English.
- Associated degree in related discipline preferred.
- Ability to pass all background checks for the purpose of on airport support badging
- Must be able to pass a continuous alcohol/drug program
- Comprehensive knowledge of airline operations and legislation
- Ability to interpret all technical manuals and schematics, including engineering orders supporting the installation and repair of the IFC system.
**It would be nice if you had**:
- Comprehensive knowledge of the relevant technologies
- Strong customer service skills, familiarity with cultural etiquette, and international experience.
- Computer skills, including Microsoft Office
- Excellent written and verbal communication.
- Ability to travel frequently, both domestically and Internationally, for extended periods of time and on short notice.
- Ability to work holidays, weekends, and all shifts based on airline schedules and available aircraft ground times
**What it’s like to work with us**:
- We emphasize personal and professional growth
- Awesome benefits including PTO, medical, tuition reimbursement, and training
- Flexible work arrangements
- Fun, diverse, and inclusive culture
**Other Job Info**:
- These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.

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