Service Representative

Job Description

At Rolls-Royce, we pioneer the power that matters to our customers, to society, and to the planet. We deliver the best jet engines in the world. Through intelligent innovation and active collaboration, we’re putting our customers at the forefront of the aviation industry and keeping them there. Our product portfolio powers more than 35 types of commercial aircraft, and with over 13,000 engines in service around the world, we’re keeping the world flying.

As the advocate of the customer within the Rolls-Royce organisation, the Field Service Representative (AST) will build a strong relationship with the customer, providing operational support to deliver the best solutions to overcome any issues and avoid disruption through an awareness of the fleet and prompt, proactive support. The AST will provide support and inputs into our service lines to deliver the customer fleet and campaign plan, keep the record of embodiments and fleet configuration up to date in the systems, and update the organisation on how the products are performing in service. The AST will continuously strive to improve the customer experience over the lifecycle of the product.

Key Accountabilities:

• Serve as the key interface between Rolls-Royce and the customer, identifying strategic influences and enablers within the customer’s organisation.
• Act as the customer’s advocate within Rolls-Royce and ensure that the voice of the customer is heard, raising concerns and needs in a timely manner.
• Support the WTT/CFG process to ensure seamless communication and understanding of project issues.
• Assist in any major or minor event investigations and support the airline in the event of operational disruptions (AOG, IFSD, ATB, DIV) by providing timely technical and parts supply assistance.
• Provide product technical advice and guidance on operation, maintenance, configuration, and troubleshooting.
• Responsible for reporting engine events and maintaining engine configuration and standards in executive systems.
• Support management of fleet and campaign planning, updating usage from the customer along with prioritization of engine changes and stagger plans for modification incorporation and life management plans.
• Raise requests for any OWS support required (specialized or contractual tasks) through the OWS Planning team and ensure that the enablers for performing the task are in place.
• Manage transportation of removed engines.
• Provide on-site management of the LRU service and MMS or parts availability.
• Provide support and management of lease engines, tooling, and stands.
• Manage the resolution of Customer Responsible Charges (CRCs), vet all backing data to ensure invoicing is correct and agree charges with the customer.
• Help minimize exposure of debt by reviewing statements of accounts with customers and ensuring that commitments are met for payments of invoices.
• Support the correct billing of TotalCare invoices by reporting aircraft utilization in Chub on a monthly basis.

Required Qualifications and Experience:

• A degree in Aerospace Engineering, Mechanical Engineering, or a related field (or equivalent practical experience in aviation technical support).
• At least 5 years of relevant experience in aero-engine maintenance, support, or engineering roles within the aviation industry.
• Hands-on technical experience with Rolls-Royce engines is highly desirable, but experience with other engine OEMs will be considered.
• Demonstrated experience in providing technical support, troubleshooting, and maintenance for aircraft engines.
• Familiarity with fleet management, configuration management, and reliability analysis.
• Knowledge of aviation regulatory frameworks, including EASA PART 145 and PART 21, is an advantage.
• Proven experience managing customer relationships and acting as a liaison between the customer and engineering teams.
• Strong problem-solving and analytical skills.
• Excellent communication skills in English (spoken and written); Japanese language proficiency is an advantage but not essential.
• Ability to work independently in a field-based role, including occasional travel and on-site support at customer locations.

Why Rolls-Royce:

We offer excellent opportunities to develop, along with a competitive salary and exceptional benefits. These include bonus schemes, employee support assistance, and employee discounts.

Pioneer the Performance of the Future:

Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for brilliance and innovation.

Beyond Tomorrow:

We are an equal opportunities employer, committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives, and the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realize their full potential.

To learn more about our global Diversity and Inclusion strategy, visit our website.

We will consider flexible working arrangements for everyone, in any role.

Rolls-Royce follows a merit-based employee recruitment process and does not charge or accept any payment/security deposit from candidates during the recruitment process. Candidates should be cautious of potentially fraudulent communications and offers from individuals and agencies purporting to be from, or acting on behalf of, Rolls-Royce.

Please refer to the Career section on the Rolls-Royce website to verify employment offers or vacancies. Rolls-Royce shall not be liable for any loss, damage, or consequences that may arise from any communication or offer of employment not directly made by Rolls-Royce. Rolls-Royce reserves the right to take legal action against any individuals or agencies acting on behalf of Rolls-Royce without authorization.