Customer service engineer

Equal Opportunity Statement

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at

Job Description

Airbus Commercial Aircraft is looking for a Customer Service Engineer to join our Customer Engineering Support department based in Wichita, Kansas. This role sits onsite in our North American Headquarters in Herndon, VA.

Responsibilities

• Manage the repair solution from customer’s submittal through final approval (RDAF) issuance while maintaining customer expectations for delivery.
• Analyze customer queries related to structural damages against the Airbus Structural Repair Manual (SRM); if beyond limits, manage the repair for efficient treatment by the relevant engineering design office.
• Maintain strong interaction with the Repair Solutions team across all global regions to support the customer 24/7.
• Liaise with Design Offices to ensure requested repair definitions and justifications are provided on time with the required level of quality and related reviews.
• Collaborate and liaise closely with Airbus Spares/Satair/spares focal to ensure that all repair solutions take into account the availability of parts for each repair.
• Initiate updates of structure repair documentation with the SRM organization when shortcomings are observed.
• Ensure transfer of in‑service experience and maintenance activities to management, to other divisions of Customer Services and Airbus design organization including vendors.
• Use the TechRequest tool (SAP based program) to keep records of technical queries, answers, and exchanges with all involved parties.
• Liaise with Airbus Field Service community if required to ensure alignment on sensitive topics, utilizing management as required.
• Attend periodic meetings which may include escalation through Daily Operations Meeting for spares escalation.
• Identify and follow up on damages related to potential safety‑critical items.
• Collaborate with Airbus Technical AOG Center (AIRTAC) or Major Incident Repairs team if repairs escalated to this level of complexity, ensuring a smooth transition.
• Collaborate across cultures, languages, and time zones with a diverse customer base (both airlines and MROs) and Airbus teams to ensure a high level of customer satisfaction.

Benefits

• Competitive base salary, incentive compensation, retirement savings plan and participation in an Employee Stock Ownership Plan (ESOP).
• Paid time off including personal time, holidays, and generous paid parental leave program.
• Comprehensive insurance coverage (medical, prescription, dental, vision, life, disability, Employee Assistance Plan (EAP) and other supplemental benefits).
• Upskilling and development opportunities through the global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on employability, certifications, career path, and opportunities for accelerated development programmes with national and international mobility.

Qualifications

• Bachelor of Science/Engineering (BSc/BEng) degree or equivalent relevant experience in the field.
• 5+ years of engineering experience in an airline/OEM/MRO environment, preferred, with knowledge of aircraft structure (design, fatigue, materials) and structural repairs, or mechanical.
• Ability to read and interpret engineering drawings, bills of material, technical documentation and manuals (SRM, SB, IPC).
• Knowledge of maintenance repair practices, equipment, and ways of working.
• Effective communication skills, both verbally and in writing, to work with team and business partners worldwide including the ability to discuss at the working level within Airbus to customers in case of reporting or escalation.
• Proactive initiative, high motivation, and flexibility to work in a highly demanding environment.
• Professional interpersonal skills, ability to work with multidisciplinary teams in a collaborative environment with a diverse international workforce.
• Airline or Maintenance and Repair Organization (MRO) experience is highly regarded.
• Required skills: SAP and Customer Support.
• Required languages: English.

Authorized to Work in the US

Authorized to work in the US.

Company

Airbus Americas Customer Services, Inc.

Job Details

Employment Type: Direct Hire (US).

Experience Level: Professional.

Remote Type: On‑site.

Job Family: Customer Engineering & Technical Support & Services.

Equal Employment Opportunity Statement

Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment. By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to