Mike Burrell is a field service representative (FSR) for BAE Systems, based at RAF Leeming, helping to maintain its fleet of Tornados.
How did you get into aviation? I lived close to RAF Boscombe Down as a child and developed a fascination with aircraft. When I left school, I started working there as an apprentice, followed by years there performing maintenance. I mainly worked on Harriers, but I ended up in a management role - the civil service equivalent of a senior engineering officer.
How did you get your job? The nature of the civil service is that it pushes you towards promotion. I would have had to move away from working on aircraft to sit behind a desk, which I didn't want to do. BAE was looking for someone with good practical experience and knowledge to go and act as an FSR in Germany and made me an offer I couldn't refuse. Since then I have worked as an FSR in Malaysia, Indonesia and Canada. It's much more hands-on overseas, especially in developing countries. They expect you to do more, teach them more and help them more, whereas the RAF only need your help on the more unusual problems.
What does your job involve? I am the link back into the company for the customer - in this case, the RAF. I have an office at Leeming and everyone from wing commanders downwards comes to me with all sorts of out-of-the-ordinary questions about the aircraft. Day to day I never know exactly what I'm going to be doing. My ideal scenario is that every aircraft is serviceable and flying, but of course it's never like that. BAE also likes to know of any problems the customer is encountering in service and might ask me to look at specific aspects of the aircraft for its engineers.
What skills do you need? You have to know the aircraft - but not necessarily in depth. As long as you have a good general background, you're all right. The interpersonal, customer-facing aspect of the job is extremely challenging. BAE now provide a couple of days training for FSRs, including role-playing scenarios and technical questions. They look at how well you know the aircraft, but also how well you interact with the customer. You can't upset the customer, but you have to give the correct advice.
What would you recommend about your work? I'm my own boss and I get to make a certain amount of my own decisions. I also get to be hands-on with the aircraft on a daily basis. The reactive nature of it is also good, as is the fact that I am directly working with the customer. I think I have the best job in BAE.
Source: Flight International
