Senior Service Representative

Job Description

Why join Rolls-Royce?

At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.

By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

We are looking for an enthusiastic, proactive, and delivery driven individual to join our Services Airline Support Team network as an Airline Support Field Service Representative. This position will be based in Hong Kong at Cathay Pacific City.

As the advocate for the customer within Rolls-Royce, the AST will build a strong relationship with the Customer, providing expertise and prompt, proactive support to solve issues and avoid disruption to the customer’s operation. The AST will provide support and inputs into our services lines to deliver customer fleet and campaign plans, update the organisation as to how products are performing in service, and strive to improve the customer experience over the product lifecycle.

What you will be doing:

• Develop a close working relationship with the customer at all levels to facilitate communication of key business messages to the customer and collection of customer data.
• Act as the customer’s advocate within the Rolls-Royce organisation and ensure that the voice of the customer is heard, raising customer concerns and needs in a timely manner.
• Provide 24/7 support to customers, promoting timely resolution of issues by communicating through the appropriate IT systems and channels.
• 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.
• Identify potential issues with products & services to enable them to be proactively managed.
• Provide customer business forecast inputs, fleet plans and shop visit plans.
• Report engine events and maintain engine configuration and engine standard in executive systems.
• Be able to represent the Rolls-Royce position to a customer and uphold that position in challenging circumstances.

Position qualifications:

• This role demands a high degree of self-motivation, flexibility, initiative, communication skills and commitment to deliver.
• Candidates will ideally possess a thorough knowledge of the civil aviation industry and a good understanding of Rolls-Royce products and service contracts.
• Have experience of working in a customer facing environment and ideally be educated to degree level in a relevant discipline or hold/have held an Aircraft Maintenance License.
• Have a good understanding of Rolls Royce’s strategy and business objectives.
• Have a technical and/or services background and experience of working with gas turbines, their operation and functionality, plus familiarity with airline maintenance practices and regulations.
• Be customer focused.
• Be IT literate, Power BI, VBA, and DAX skills are considered advantageous.
• Be a clear, concise communicator.
• Be well organised with a proven ability to plan and prioritise to achieve on-time delivery.
• Good business acumen and ability to deal with ambiguity in a changing fast paced environment.
• Be culturally aware.
• Working Cantonese language proficiency is considered advantageous.

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too