About the Role
This position serves as an on-site support liaison between the company and airline customers. The role is focused on ensuring customer satisfaction and the optimal performance of all the company equipment. You will provide service, technical guidance, support, and training to airline customers to meet product performance and reliability objectives. Additionally, you will represent the company Field Engineering interests in resolving technical issues, manage large projects, and advise on complex technical problems.
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Responsibilities
Major Responsibilities:
- Service, Support, and Troubleshooting
- Provide advanced level technical guidance and field assistance to the company personnel and airline customers in troubleshooting and resolving system hardware, network, and software issues.
- Perform complex troubleshooting and problem solving for new equipment installations, enhancements, or modifications for hardware, wiring, and software integration.
- Review mechanical, electrical, and software installation documentation to ensure specifications are met.
- Conduct operational, line, and maintenance training for airline customers in collaboration with the training department.
- Assist in aircraft delivery support, including involvement during flight tests and customer acceptance.
- Participate in investigations and recovery plans for system operation, maintenance, or reliability issues.
- Provide field inputs to other departments concerning technical or installation-related issues and collect necessary data for evaluation by Support Engineering.
- Understand Recommended Spares requirements and review RSPLs for marketing business proposals as needed.
- Other duties as assigned.
- Liaison to Airline Customers/OEMs
- Develop and maintain extensive knowledge of the company products and installations, remaining current with new developments.
- Provide timely and detailed technical reports to Field Engineering management and related departments.
- Maintain a proactive relationship with airline customer technical departments by delivering accurate data and feedback.
- Manage the relationships with assigned customers to ensure satisfaction and foster long-term business relationships.
- Team Lead
- Mentor and guide less experienced team members.
Qualifications
What We’re Looking For:
- Bachelor’s Degree/equivalent educational qualification in Computer Science, Information Technology, Electronics, Engineering, or a related field is preferred; 10+ years of experience may substitute for a degree.
- Typically, 8+ years’ experience as a Field Engineer or Product Engineer with airlines/OEM customers, focusing on electronics/avionics systems, software, or broadcast technology.
- Ability to assist with technical issues affecting multiple airline programs.
- Develop and maintain in-depth knowledge of PAC products, including Test Sets and associated equipment.
- Advanced working knowledge of aircraft systems interfacing with the company equipment, alongside a solid understanding of wiring schematics, diagrams, and other relevant documentation.
- Extensive experience with multiple the company product lines and systems.
- Knowledgeable in Recommended Spares requirements and coordination of spare equipment deliveries.
- Proficient in Linux/Unix, especially in command line and network troubleshooting.
- Advanced knowledge of TCP/IP networking and troubleshooting methods.
- Familiarity with FAA, CAA, and ATA regulations for avionics equipment.
- Excellent verbal and written communication skills, alongside strong interpersonal, organizational, and problem-solving abilities.
- Demonstrated ability to prioritize and execute responsibilities with minimal supervision, managing multiple tasks simultaneously.
- Ability and willingness to travel up to 50% domestically and internationally, often on short notice; must hold a valid driver’s license and meet airport authority requirements for vehicle operation.
- Capable of obtaining Airport Security access, potentially including passing a Criminal Records check and Drug/Alcohol test, as required by the Airport Authority.
Our Principles:
Contribution to Society | Fairness & Honesty | Cooperation & Team Spirit | Untiring Effort for Improvement | Courtesy & Humility | Adaptability | Gratitude
What We Offer:
We offer a highly competitive, comprehensive, and flexible benefits program to support our employees.
