The Manager of Systems Engineering Support will develop, coordinate and track the status of Level 2 support by Systems Specialists. The Manager will serve as a technical mentor to increase Specialist efficiency and respective skills; this includes the support of the frontline team by providing timely technical assistance to Level 1 issues, leading Level 2 Systems issues and working closely with the Command Center to quickly resolve customer issues. Additionally, will coordinate and validate Specialist participation in communication events such as M&O (Maintenance and Operation) Seminars, and other meetings as Field Rep. meetings or PSA reviews.
PRINCIPAL DUTIES/RESPONSIBILITIES (ESSENTIAL FUNCTIONS):
- Define and implement strategy for Systems Engineering Support team including setting and achieving budget and performance goals (exchange program with DST team, preparation of entry into service-new model)
- Supervise day-to-day activities of System Engineering Support team including work scheduling, task prioritization, performance monitoring and quality of provided answers
- Monitor Falcon fleet system issues, making recommendations to anticipate potential fleet issues
- Create, comment and distribute monthly ISO performance metrics
- Submit and manage annual budget for Technical Support Department
- Provide guidance to ATA Specialists to optimize troubleshooting and aircraft return to service
- Review every technical synthesis issued by Specialists, checking consistency with Dassault Aviation (DA) position
- Monitor Level 2 activity workflow and performances (responsiveness, quality of answers, ownership)
- Assist Quality Specialist in improvement of rates of DOA and NFF equipment
- Define and implement strategic plan to improve team efficiency (training Specialists to Falcon standards, communication with DA-US/DST/DGT, delegation from DA Engineering)
- Organize and take part of 24/7 on duties for AOG
NON-PRINCIPAL DUTIES/RESPONSIBILITIES:
- Special projects as assigned by management.
MINIMUM REQUIRED QUALIFICATIONS:
- BS degree in Aviation or related field or equivalent experience.
- Five years experience in aviation, of which at least 2 years on Aircraft systems.
- Two years of supervisory experience of technical personnel.
- Strong organizational and communication skills.
- Must have excellent technical writing skills.
- Must be a team player with cooperative and helpful nature.
- PC computer and CAD drawing experience
ADDITIONAL DESIRED QUALIFICATIONS:
- FAA Airframe & Powerplant licenses
- Pilots license
- French language
PHYSICAL DEMANDS AND WORKING ENVIRONMENT:
- Office environment
- Occasional overtime and work on weekends to meet project schedules/deadlines
- Occasional domestic and international travel
- Occasional off-hours and weekend on call duties in support of the Falcon Command Center
