Customer Program Engineer - Europe, Middle East & Africa

Description

This is an onsite Customer Program Engineer role in Brockworth, Gloucestershire, within the company's Field Service team. You will support civil customers across Europe, the Middle East and Africa, repairing, training and advising on site while passing what you learn in the field to the people who can act on it.

The role started with African customers and now covers the whole region, with Africa still a priority. You will work with customers, regional partner Maintenance Repair Organisations (MRO) and airframe partners, linking them to the company's engineering, commercial and leadership teams.

Responsibilities

• Gather feedback from customers and partners during repairs, training, MRO visits and conferences, and turn it into evidence-based insight on recurring faults, repair turnaround, documentation gaps and training needs.
• Report trends, risks and agreed actions with owners to key stakeholders each quarter.
• Push customer issues inside the company, escalate them and follow them until they are resolved.
• Tell customers what was done with their feedback.
• Use field evidence to question existing processes and drive improvements.
• Carry out on-site repairs and give technical support to customers in the region.
• Visit the partner MRO on quarterly contracted visits to provide technical support and training.
• Help the global Field Service Representative (FSR) team in the Rest of World (ROW) when needed.
• Plan and deliver technical training for customers and partners in the region, adjusting content to experience level and using sessions to learn about customer needs.
• Build customer and partner relationships and manage key customer accounts in the region.
• Provide technical input on new contract negotiations and their rollout.
• Support the regional conferences of airframe partners.
• Success is judged on field repairs completed, training delivered, MRO visits completed, and customer issues raised and closed.

Requirements

• Essential: experience in a regulated aerospace environment performing aircraft or engine maintenance.
• Essential: experience delivering technical training.
• Essential: customer-facing and/or commercial experience.
• Essential: a track record of managing work against KPIs, priorities and deadlines, including recovery actions when plans slip.
• Essential: clear written and spoken communication, including presenting technical data.
• Essential: ability to work independently and across functions.
• Essential: willingness and eligibility to travel regularly, including to Africa and the Middle East.
• Desirable: a propulsion background.
• Desirable: a degree in Aerospace or a related field, a high school diploma with relevant work experience, or equivalent in-role experience.
• Desirable: knowledge of the civil aerospace industry.
• Desirable: experience turning customer feedback into process or product improvements.

Conditions

Travel to Africa, the Middle East and parts of Europe is anticipated at up to 70-80%, and will flex with customer needs.

The company supports flexible working arrangements where possible and values a healthy work-life balance.

Relocation assistance is not provided.

Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained. If it cannot be obtained, you may not be eligible, and any offer may be withdrawn on national security grounds.

Applicants who need sponsorship to work in the UK are welcome and will be considered alongside everyone else. Under UK immigration rules, which may change, a candidate without the right to work may not be appointed if a suitably qualified, experienced and skilled candidate who does not need sponsorship is available.

Benefits

• Flexible benefits plan, FlexChoice, lets you choose how you receive your benefits and may help you make savings.
• New joiners get a default benefit fund, which you can tailor, including non-contributory pension, life assurance, group income protection and private medical cover.
• Holiday equivalent to 26 days, with the option to buy or sell days.