About the Role
Join the company as a Customer Support Field Engineer (CSFE) where you will play a critical role as an on-site support liaison between the company and airline customers, as well as OEMs. This position will focus on ensuring customer satisfaction and the optimal performance of the company's equipment. You will provide service, technical guidance, support, and training to airline customers, representing both the company's interests and the customer's voice within the organization. Your expertise will be integral in resolving technical issues collaboratively with other the company and customer engineering departments.
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Responsibilities
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Service, Support, and Troubleshooting
- Provide technical guidance and field assistance in troubleshooting and resolving hardware, network, and software issues for the company's personnel and airline customers.
- Assist with troubleshooting new equipment installations, enhancements, or modifications, working closely with engineering departments to ensure effective corrective actions.
- Review installation documentation to ensure compliance with specifications.
- Collaborate with the training department to conduct operational and maintenance training for airline customers.
- Maintain a comprehensive knowledge of aircraft avionics systems that interface with the company's equipment.
- Participate in resolving operational, maintenance, or reliability issues, conducting investigations, and monitoring failure trends.
- Provide field inputs to various the company departments concerning technical product issues and installation-related problems.
- Establish a strong communication channel with engineering teams for ongoing problem resolution.
- Assist in aircraft delivery and customer flight acceptance support.
- Respond to airline inquiries regarding the company's systems' operation and maintenance (non-PTS customers).
- Perform other duties as required.
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Liaison to Airline Customers/OEMs
- Develop and maintain a deep knowledge of the company's products, installations, and system software.
- Regularly provide detailed technical reports on activities, observed problems, and customer issues to management.
- Collaborate closely with airline technical departments, providing timely and accurate data and reports.
- Monitor and coordinate engineering solutions and the implementation of fixes/solutions.
Qualifications
- Associate's Degree or equivalent in Computer Science, Information Technology, Electronics, Engineering, or related field; or 2-3 years of engineering experience in IT, electronics/avionics systems, software, or broadcast technology may substitute for education.
- At least 1 year of related experience preferred.
- Ability to work independently and collaboratively, prioritizing tasks effectively.
- Familiarity with wiring schematics, diagrams, engineering, and aircraft documentation.
- Proficient in Linux/Unix commands and electronic test equipment operation.
- Knowledge of TCP/IP network troubleshooting methods.
- Strong verbal and written communication skills; effective interpersonal, organizational, and problem-solving abilities.
- MySQL database experience is a plus; proficiency in MS Office and Oracle.
- Understanding of aircraft systems that interface with the company's equipment and requirement for spare parts delivery.
- Familiar with FAA, CAA, and ATA requirements for avionics equipment.
- Capacity to participate in team planning and manage individual assignments.
- Ability to converse technically with peers, present information effectively, and identify engineering problems.
- Must possess a valid driver’s license and meet airport authority requirements for vehicle operation.
- Pass extensive security and background checks, and be willing to work weekends and beyond normal hours as needed.
- Ability to travel up to 50%, domestically and internationally, often on short notice.
- Physical ability to climb, work from heights, endure prolonged sitting or standing, lift up to 50 pounds, and operate in confined spaces.
What We Offer
We are proud to offer a highly competitive, comprehensive, and flexible benefits program to all our employees.
