Technical Support Representative

Job Description Technical Support Representative Full Time London Heathrow/Hybrid What you will be doing An exciting opportunity has arisen for an enthusiastic, proactive and delivery driven individual to join the Customer Aftermarket Operations team as part of the Airline Support Team network based in London Heathrow. 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 we keep 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, you will build a strong relationship with the Customer, provide operational support to deliver the best solutions to overcome any issues and avoid disruptions through an awareness of the fleet and prompt, proactive support. You will provide support and inputs into our service lines to deliver the Customer fleet and campaign plans, keep the records of embodiments and fleet configuration up to date in the systems, will update the organisation on how the products are performing in service and strive to improve the customer experience over the product and service lifecycle. Responsibilities Establish close working relationships with the customer at all levels to facilitate communication of key business messages and collection of customer Intelligence and data. Act as the Customers’ advocate within Rolls-Royce organisation ensuring that the voice of the customer is heard, raising Customer concerns and needs proactively. Support the needs of our customers operation by providing 24/7 technical advice and troubleshooting guidance on Rolls-Royce products and tooling. Work alongside internal service lines to support the planning, forecasting and delivery of engine removal plans and engine reliability campaigns. Report customer operational events, Inspection data, utilisation, and airworthiness data, using the Rolls-Royce IT platforms within the agreed commitments. Identify potential issues with products & services to enable them to be proactively managed. Operate with commercial acumen whilst acting as the key integrator in the on-site coordination of contracted TotalCare services. Ensuring the services are delivered to the contracted commitments and to the customer expectation. Support commercial discussions. Validate shop visit backing data against contractual agreements to support accurate billing of Customer Responsible Charges. Be able to represent the Rolls-Royce position to a customer and uphold that position in challenging circumstances. Provide support of new product introduction and in preparing customer readiness for the receipt of products Why Rolls-Royce? Work with us and we’ll welcome you into a culture of caring and belonging where you can be yourself. We will listen first, embrace feedback and act with integrity. We will invest in your continuous learning and development, and make sure you have access to a wide breadth and depth of opportunities to grow your career and make a difference. We offer excellent development, a competitive salary, and exceptional benefits. These include bonus, employee support assistance and employee discounts. Hybrid working is a way in which our people can balance their time between the office, home, or another remote location. It a locally managed and flexed informal discretionary arrangement. As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, frequency will depend on business needs, nature of role, what works for the team and for the individual. Discover more on our GBS Service Portal about hybrid working. Who we’re looking for Being a part of Rolls-Royce you’ll know we put safety first, do the right thing, keep it simple and make a difference. These principles form our behaviours. They are an essential component of our assessment process and are fundamental qualities that we seek for all roles. Have experience of working in a customer facing environment and ideally be educated to degree level in a relevant mechanical or aeronautical discipline or equivalent Have a technical and / or services background and ideally experience of working with gas turbines, their operation and functionality plus familiarity with airline operator line maintenance practices and regulations. Be customer focused, IT literate, a clear, concise communicator, well organised with a proven ability to plan and prioritise to achieve on-time delivery. Good business acumen and ability to deal with ambiguity in a changing fast paced environment and must be culturally aware. Ideally have an understanding of engine operation and functionality plus experience of airline operations. Demonstrate strong communication, interpersonal and problem solving skills Have a high degree of self-motivation, flexibility, initiative and an ability to continuously develop effective working relationships to deliver on commitments. Have a Professional Proficient level of English to be able to influence the business. You will be working in English daily. Join us & help Rolls-Royce to become a high-performing, competitive, resilient business. Please be aware that the priority will be given to employees identified as being at high risk. The professional level and the salary of the position will be dependent on the skills and experience of the successful candidate. It is advised that you inform your current manager of your application for this role. We are an equal opportunities employer. We’re 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 realise their full potential. Learn more about our global Inclusion Strategy Grade: SNBG 7-10 Closing Date: 16th April 2025 People Leader: Coraline Lemeunier For further information please contact: Batinder Chana Job Category Field Services Posting Date 02 Apr 2025; 00:04 Posting End Date 16 Apr 2025 Rolls-Royce pioneers cutting-edge technologies that deliver the cleanest, safest and most competitive solutions to our planet vital power needs.