Onsite with a Field Service Engineer: Saj Hariff

Why did you choose a career in aerospace?

I had an interest in science and engineering from a very young age. After completing an apprenticeship in telecoms engineering at age 21, I decided to go back to university full-time and study avionics engineering. I completed my Aircraft Maintenance License before joining Honeywell in January 2019. I worked maintenance on various Bombardier business jets, and while I do miss the physical aspect of working on aircraft and the close comradery between colleagues on the hangar floor, I really enjoy what I do now at Honeywell and working closely with customers from around the world.

How would you describe your job as a Field Service Engineer?

Every day I strive to help Honeywell customers with technical issues relating to aerospace products installed in various business and general aviation aircraft. But in reality, my ultimate goal is to help the customer solve problems, no matter how big or how small. I do not differentiate between customers, issues or aircraft type. I am willing to help with any kind of challenge from technical queries to an issue with an order. If I can’t help the customer, I can find the correct contact who can.

How do you develop positive relationships with customers in your position?

Every customer requires a different approach and has a different set of requirements. For me, the best strategy is to adapt to the situation and make sure the customer’s requirements are managed to their satisfaction. Being flexible and listening to the customer’s needs helps develop relationships and trust.

How do you connect with other FSEs to share ideas, ask for advice or just get to know each other?

I can communicate with any of my colleagues worldwide via email, instant messaging or Skype. These relationships are an invaluable tool since Honeywell has a vast portfolio of products and as individuals, we cannot be experts on everything. We hold regular meetings via Skype with colleagues worldwide to share knowledge and ideas. If we have an issue that requires a specialist’s knowledge of a product, we have a list of people to contact who are subject matter experts. I have rarely worked with a company that shares knowledge and ideas so freely between peers. It’s great to know that as an FSE I can fall back on my colleagues to provide support with difficult or complex issues.

What are the challenges of working with customers who are close in proximity vs. customers across the globe?

I am based in the United Kingdom so I am able to maintain personal relationships with customers in the U.K. by visiting them in person at least once a year. I also visit customers if they require assistance that cannot be provided remotely. Day-to-day, all FSEs deal with customers from all over the world via email and telephone. There are obviously cultural and language differences to overcome, which requires more patience, but thanks to the Honeywell support system, I am never alone. There is a worldwide-network, operating 24-hours a day to assist our customers and solve any challenges they may encounter.