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Original Date: 05/08/1995
Revision Date: 01/18/2007
Information : Field Service Engineer Manual
In 1987, McDonnell Douglas Aerospace (MDA)-St. Louis developed a Field Service Engineer (FSE) Manual for ready reference use by 100 field service representatives located at 64 sites throughout the world.
The FSEs previously had no single guidance document for use at their remote assignments. The comprehensive manual, available on-line in WordPerfect format for the past three years, now provides the working level detail necessary for the FSEs successful conduct of daily support operations throughout the world. The manual design addresses support for the customer in the field as well as support for the MDA corporation.
The Manual is divided into seven sections to include:
General Corporate organization, philosophy, culture
FSE Duties and Responsibilities Customer service, image, professionalism, conduct
Domestic Travel Detailed travel policies (e.g., rental car, expense reports)
Foreign Travel Covers policies outside the United States, e.g., currency, emergencies
Communication Conduit of information to the customer and MDA-St. Louis; includes report types and formats
Security Considers sensitive information and personal security and restrictions
Index Information cross-reference
The Manual is continuously updated with periodic changes to emend local and foreign policies, and a 24-hour service is available for emergency problems. This FSEs Manual provides MDA-St. Louis personnel a comprehensive reference source for executing daily service operations in the field.
For more information see the
Point of Contact for this survey.
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