Scott T. Pence
Field Service Engineer
Charleston,SC
Summary
Professional with deep experience in field service operations, known for delivering impactful solutions and driving results. Strong focus on teamwork and adaptability, ensuring reliable performance under changing conditions. Skilled in troubleshooting, client communication, and technical support, with commitment to excellence and efficiency. Highly regarded for strong work ethic and ability to foster positive relationships within all cultures.
Overview
21
21
years of professional experience
24
24
years of post-secondary education
1
1
Language
Work History
Senior Field Service Representative EIS TEAM LEAD
Boeing Commercial Aviation
01.2025 - Current
- Collaborated with cross-functional and cultural teams to ensure the successful implementation of their new 787 fleet.
- Mentored junior team members, sharing knowledge and experience to foster their growth within the organization.
- Streamlined processes for better efficiency, completing service calls with accuracy and attention to detail.
- Participated in regular training sessions to ensure safe, efficient and effective maintenance and management of the customers new 787
- Maximized equipment lifespan through proactive preventative maintenance measures.
- Expedited resolution of complex technical issues by leveraging expertise.
- Reduced operational delays by promptly resolving technical issues and malfunctions. Local solutions
- Delivered exceptional customer service, addressing the operators (TAAG)'s concerns in a professional manner and offering solutions tailored to their needs.
- Demonstrated flexibility in responding quickly to changing situations or emergency call-outs as they arose, maintaining a high level of professionalism throughout.
- Enhanced customer satisfaction by providing timely and efficient field service support.
- Provided extensive on-site training to customers, ensuring proper use of equipment and minimizing future issues.
Field Service Representative - EIS
BOEING COMMERCIAL AVIATION
01.2023 - Current
- Field service representative for the EIS and E&E (enhanced support). Part of a small team that is deployed on site to work directly with airline customers and help train, troubleshoot, and monitor their new Boeing fleet.
- The particulars of this job is varied and diverse depending on the customer. We are frequently used in a program or systems management capacity to help struggling airlines better manage, and operate our products. This requires hands on training on the airplane, building relationships and partnerships with all levels of management and staff.
- Provides frequent oversight and approval of technical approaches, processes.
- instill confidence in the team, and help motivate employees and management in the operation of their Boeing fleet.
- Ensure our product meets all certifications and airworthiness, and is operated in the safest, and most efficient manner possible.
- Constant interface with flight crews, airline management, and engineering.
- We are also tasked with constant engagement with the Boeing core team back home to include fleet chiefs, sales, service engineering.
- Provide on site troubleshooting guidance, and appropriate tools and processes to improve product reliability.
Field Service Representative
BOEING COMMERCIAL AVIATION
01.2012 - 01.2023
- Field service representative for Boeing aerospace embedded with several airlines on site to include LATAM (Santiago), Air Europa (Madrid), and Ethiopian airlines (Addis Ababa)
- This position not only requires the soft skills to work within and understand the unique business culture, but also the technical and hands on experience needed to troubleshoot and repair complex airplane systems. I am fully engaged with the airlines day to day operation, and offer technical training, and help with Boeing processes. I also act as a first contact liaison between the operator, Boeing and its third party vendors. As the 787 focal, I am fully engaged and part of the repetitive defects engineering team. This team works on hard to fix repetitive defects on the fleet, and fixes them. I am also engaged with the customers reliability and engineering group to ensure the performance of their Boeing fleet meets the industry standard.
- Reduced equipment failures, conducting preventative maintenance and routine inspections.
- Delivered detailed reports on field service activities, providing insights for strategic planning.
- Conducted detailed diagnostics to identify technical issues, leading to decrease in repetitive defects, or operational delays.
- Ensured compliance with industry regulations during all service activities, maintaining company's good standing.
- Ensured safety compliance in all field activities, adhering to company guidelines and industry regulations.
Aviation Maintenance Technician and Inspector
BOEING DSS
03.2008 - 12.2011
- Aviation maintenance technician for flight test / flight line activities on the modified 737BBJ/NG (AEW&C). All aspects of flight line and flight test maintenance on the 737 airframe, and avionics systems. Preflight, post flight, launch, and recover aircraft. Perform routine maintenance on flight control, hydraulic, fuel, and avionics systems. Ensure avionics, hydraulic, and structural aircraft systems meet performance standards. Support, and perform flight tests and aircraft modification per engineering dispositions. Diagnose, document, and resolve problems during flight tests, assist in repairs and configuration changes. Experience in all aspects of the 737BBJ production processes, tooling, modifications, and systems. I have a very good working understanding of the 737 BBJ avionics systems, and routinely do the avionics pre and post flight. While in Australia, I act as the oversight focal for Boeing Defense Australia mechanics while working on FAA certificated flight test aircraft, I work directly with inter-organizational and customer operators and maintainers. I maintain customer communication, and monitor maintenance progress. I am active in lean implementation of maintenance practices. I strive to build a positive relationship with the members of Boeing Defense Australia, and our customer through proactive communication, ethical behavior, and a pride in self and my work. I am familiar and practice Boeing policy regarding safety, security, ethics, and processes.
Support Site Manager & Repair Station Authority
BOEING DEFENSE AUSTRALIA
11.2010 - 04.2011
- As the on site manager, I oversaw employees performing various manufacturing, and modification disciplines. I acquire resources, and lead in process improvements. I developed and maintained a positive relationship and partnership with the Australian commonwealth, and employees of Boeing Defense Australia.
- I provided oversight and approval of technical approaches, products, and processes. I help develop and motivate employees. I conveyed organizational goals and objectives to ensure a consistent team understanding and direction.
- I strove to improve work related products and processes using lean tools and techniques. I served as the sole Liaison between members of the Australian based test and modification team and program management back in the United States. I utilized specialized knowledge to track, coordinate, and resolve issues with parts, planning, designs, tooling, manning, and work sequences in order to assure the successful execution of the 737 AEW&C modification, and delivery.
Field Service Representative / Member of U-2 Field Team
LOCKHEED MARTIN AERONAUTICS COMPANY
03.2006 - 07.2008
- Supported the forward deployed 380th Aircraft Maintenance Unit mission of real world intelligence and Operation Iraqi freedom. Performance of all aspects of heavy phase, flight line, and mission essential maintenance. Including 200/400 hour inspections and maintenance of the GE 118 engine, aircraft hydraulic system, landing gear system, ESS, LOX, flight controls, and avionics systems. Engine run qualified, and proficiency of aircraft flight and throttle control systems.
- Troubleshooting, maintenance, preflight, launch, recovery, and post flights of U-2 mission essential aircraft in a wartime environment. Routine involvement with the removal, replacement, troubleshooting, of various avionics and electronic control equipment. Proficient in soldering, pinning, and electrical harness buildup. Self-guided flight line and phase maintenance and inspection to the U-2 aircraft. Engine Run Qualified on the GE F118 engine, High power, post flight pop runs, post overhaul, and de-preservation run qualified.
Aircraft Mechanic
USAF DOD
03.2005 - 03.2006
- Performed standard, and unscheduled maintenance, to include the break down, assembly, inspection, and complete overhaul of several GE model high performance engines (F101, F110-100, F110-129, and F118).
- Extensive use of USAF technical documents for the examination, inspection, and maintenance. Use of pneumatic carts, vernier calipers, continuity testers, and various other specialized test equipment. Knowledge of test cell and flight line procedures.
- Collaboration with USAF personnel for inspection, troubleshooting, repair, upgrades, and complete engine tear down and function test. Engine run qualified for Post rebuild F101, F110-129, F110-100 engines, test cell.
Structures Mechanic
LOCKHEED MARTIN AERONAUTIC COMPANY
12.2003 - 02.2005
- Determination of method and sequence of operations required to repair, rebuild, and overhaul structural precision and functional assemblies on the F117 airframe.
- Layout design, set up and operation of lathes, drill presses, power saws, brakes, and all manner of shop tooling. Fabrication of various sheet metal components, flat sheet stock scribe, and use of old parts as templates, blueprints, and engineering schematics to repair or fabricate structural components.
- Continuity and function checks of finished parts. Routine work with little or no supervision.
- Participated in several experimental projects involving only engineering.
Education
Masters of Science - Systems engineering
Embry Riddle Aeronautical University
Bachelor of Science Degree - Professional Aeronautics, Minor in international Business, Aviation management
A.S. degree - Professional Aeronautics
A.S. degree - aviation maintenance
Atlanta Technical College
Bachelor of Science - Profesional Aeronautics
Embry-Riddle Aeronautical University
Daytona Beach, FL 04.2001 -
Skills
- Boeing 737 MAX differences OJT
- Boeing 777 GEN FAM
- Boeing 737 BBJ Avionics and System Familiarization
- Boeing 787 Avionics and System Familiarization
- Boeing 737 MAX FAM and Avionics
- FOD awareness
- Lean Manufacturing
- Excellent communication skills
- Field operations
- Remote support
- Ability to adapt within all cultures
- World wide Qualified
Qualifications Licenses Clearances
- FAA A&P license
- FCC Licensed General radio operator (elements 1 and 3)
- Boroscope qualified
- GE certified wire prep and termination
- Secret DOD clearance (inactive)
- United States Army Veteran (honorable discharge)
- Worldwide qualified
Timeline
Senior Field Service Representative EIS TEAM LEAD
Boeing Commercial Aviation
01.2025 - Current
Field Service Representative - EIS
BOEING COMMERCIAL AVIATION
01.2023 - Current
Field Service Representative
BOEING COMMERCIAL AVIATION
01.2012 - 01.2023
Support Site Manager & Repair Station Authority
BOEING DEFENSE AUSTRALIA
11.2010 - 04.2011
Aviation Maintenance Technician and Inspector
BOEING DSS
03.2008 - 12.2011
Field Service Representative / Member of U-2 Field Team
LOCKHEED MARTIN AERONAUTICS COMPANY
03.2006 - 07.2008
Aircraft Mechanic
USAF DOD
03.2005 - 03.2006
Structures Mechanic
LOCKHEED MARTIN AERONAUTIC COMPANY
12.2003 - 02.2005
Bachelor of Science - Profesional Aeronautics
Embry-Riddle Aeronautical University
04.2001 -
Bachelor of Science Degree - Professional Aeronautics, Minor in international Business, Aviation management
A.S. degree - Professional Aeronautics
A.S. degree - aviation maintenance
Atlanta Technical College
Masters of Science - Systems engineering
Embry Riddle Aeronautical University
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