Eric Rivera combined his mechanical engineering skills with a hobby he loved – aircraft. Now, as a Field Service Representative at Air Force Station in Panagarh district of West Bengal, India, Eric works closely with the Indian Armed Forces personnel and is helping to maximise engine availability and mission readiness of military aircraft powered by Rolls-Royce engines.
Eric talks us through his typical day and how his role impacts customer relationships.
What does a Field Service Representative (FSR) do?
FSRs are the face of the company. We work closely with customers on a daily basis. We are responsible for providing training and on-site technical assistance on the engine to the customer. This includes troubleshooting, reporting production progress, collecting pertinent engine and aircraft data and initiating investigations into service related events.
As the FSR for the AE2100 engine that powers the multi-tactical C130J aircraft, I am responsible for providing guidance to the customer to ensure optimal aircraft operational availability and readiness.
What does your average work day look like?
I start my work day going through a checklist to ensure all planned and emergent work is coordinated to meet the maintenance requirements in support of the AE 2100 engine.
I then liaise with the engine shop to check if there are any engine related issues. In the rare case of issues, I provide first line troubleshooting assistance to the customer and also assist with interpretation of all technical and operational requirements.
There’s also quite a bit of work to keep my customers and colleagues informed – we write technical reports, input engine events and data based on findings related to engine related issues that are impacting fleet reliability and operability. The information I provide keeps my colleagues and customers up to date.
The most important aspect of my role is active engagement with our customer, to proactively identify pressures on fleet operability and to identify continuous improvement opportunities to ensure customer value. I brief our customers regularly on specific recommendations and improvements required to deliver improved propulsion capability/engine output. I also conduct training related to aircraft engine operations, maintenance, repairs, troubleshooting and logistic support.
What special skills or training is required to fulfil this role?
Being mechanically inclined is a must. It’s important to undergo training to gain extensive knowledge of aircraft propulsion system repair and maintenance processes and practices. It’s also crucial to have comprehensive and specialised knowledge of customer maintenance techniques, the customer organisation, maintenance policies, culture and standard practices.
I think responsibility and patience is important too, as you have to constantly liaise with the customer community to ensure that they have confidence in the level of service being provided. You have a lot of responsibility because you’re there to assist the customer to sustain a high level of proficiency in the operation and maintenance of the aircraft.
What's the best thing about your job?
The best thing about my job is that I get to be around planes. To me there’s nothing better; whether it’s working on them or just watching them fly. I also enjoy the fact that every day, there’s a new mission, a new task. I love working on engines and also teaching people, helping to ensure that the technical information provided is easily understood and appropriately considered.
With my current role in India, I also get to learn more about the local culture and explore a new part of the world.
What would you say to people who may be considering becoming a FSR?
It’s a tech-driven job, so an engineering degree is a must. You need to be able to apply technical knowledge and to implement solutions that meet customer requirements, questions and concerns.
A significant amount of experience in the field of engine maintenance will come in handy to support safe and efficient operation and continued airworthiness.
Other than that you need to be a self-starter and passionate about aircraft and engines.
How have the C130Js been used by the Indian Air Force?
The IAF’s C-130J Super Hercules aircraft play a crucial role in the region in times of crisis, whether it's the Uttrakhand floods or the devastating earthquake that hit Nepal. The aircraft have earned a reputation as a workhorse ready for any mission, anywhere, anytime.