Customer Program Engineer - Europe, Middle East & Africa

Job Description Summary

Here at Dowty, a GE Aerospace company, we have an exciting opportunity for a Customer Program Engineer to join our onsite team in Brockworth, Gloucestershire. You’ll be the voice of our customers in Dowty, and as a Customer Program Engineer in our Field Service team, you’ll support civil customers across Europe, the Middle East and Africa regions. You’ll repair, train and advise on site, while ensuring that what you learn in the field reaches the people who can act on it.

The role began with a focus on our African customer base and has grown to cover the whole EMEA region, with Africa remaining a key area - this is an exciting opportunity that will enable you to travel to customers across Africa, the Middle East and across into Europe - anticipated travel could be up to 70-80%, but will flex subject to the needs of our customers. You’ll get the chance to work with Dowty customers, our in-region partner Maintenance Repair Organisations (MRO) and our airframe partners, and you will be the link between them and our engineering, commercial and leadership teams.

Job Description

What you’ll do

Bring the customer’s voice into the business (the heart of the role)

• Capture customer and partner feedback during repairs, training, MRO visits and conferences, and turn it into clear, evidence-based insight (recurring issues, repair turnaround, documentation gaps, training needs)
• Deliver quarterly updates to key stakeholders covering trends, risks and agreed actions with owners
• Advocate for customers internally, escalate issues and follow them through to resolution
• Close the loop by telling customers what we did with their feedback
• Use field evidence to challenge existing processes and drive improvement

Support customers in the field

• Carry out on-site repairs and provide technical support for in-region customers
• Support our partner MRO through quarterly contracted visits; providing technical support and training
• Support the global Field Service Representative (FSR) team in the Rest of World (ROW) when required

• Plan and deliver technical training to customers and partners across the region. Adapt content to different experience levels and use training sessions as a source of customer insight

Build customer and partner relationships

• Manage key customer accounts in the region
• Support new contract negotiations and rollout from a technical perspective
• Support our airframe partners’ regional conferences

How we’ll measure success

Success is measured by No. of Active repairs performed in the field, training delivered, MRO visit completion, number of customer issues raised and closed.

What you’ll bring

Essential

• Experience in a regulated aerospace environment performing aircraft or engine maintenance.
• Experience delivering technical training.
• Customer-facing and/or commercial experience.
• A track record of managing work against KPIs, priorities and deadlines, including recovery actions when plans slip.
• Strong written and spoken communication, including presenting technical data clearly.
• The ability to work independently and cross-functionally.
• Willingness and eligibility to travel regularly, including to Africa and the Middle East.

Desirable

• A propulsion background.
• A degree in Aerospace or a related field (a high school diploma with relevant work experience is equally welcome) or the equivalent in-role experience.
• Knowledge of the civil aerospace industry.
• Experience turning customer feedback into process or product improvements.

Flexible Working

GE supports and encourages flexible working arrangements, where possible, and recognises the benefits to employees of having a positive work-life balance.

Total Reward

At GE Aerospace we understand the importance of Total Reward. Our flexible benefits plan, called FlexChoice, gives you freedom, choice and flexibility in the way you receive your benefits, as well as giving you the opportunity to make savings where possible.

As a new joiner to GE we are pleased to be able to offer you the following as default in your benefit fund, which you then can tailor to meet your individual needs;

• Non-contributory Pension
• Life Assurance
• Group income protection
• Private medical cover
• Holiday Hourly equivalent of 26 days, with flexible option to buy or sell

Security Clearance

Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained for this role. Please note that in the event that BPSS clearance cannot be obtained, you may not be eligible for the role and/or any offer of employment may be withdrawn on grounds of national security. Please see the link below for further details regarding the requirements for BPSS clearance: BPSS

Right to Work

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post. For further information please visit the UK Visas and Immigration website.

Additional Information

Relocation Assistance Provided: No