Supervisor, Customer Support Field Engineering
AU-NS-Alexandria
Global Careers (External)
Req #: 43154
Type: Full-Time
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Overview: Supervisor, Customer Support Field Engineering Responsibilities: JOB SUMMARY Oversee a team of Customer Support Field Engineers who represent Panasonic Avionics Corporation in all technical aspects of the PAC IFE Systems. Respond to all airline issues related to operation and maintenance of PAC IFE Systems. Provide technical guidance and assistance to Customer Support Field Engineers in troubleshooting and resolving system and interface problems in the field. Serve as escalation point for critical operational issues. MAJOR RESPONSIBILITIES.Description * Customer Support oversight * Investigate and resolve system operation and/or maintenance issues. Includes identifying the size and scope of the problem, reporting and implementing recovery plan. Work closely with Product Support Engineers and other groups as necessary to ensure timely and accurate corrective action is achieved. Provide technical guidance and assistance to customers in troubleshooting and resolving system and interface problems. * Develop and maintain in-depth knowledge of PAC products including Test Sets and associated equipment. * Review customer mechanical and electrical installation documentation to verify PAC specifications are met. Work with Training Department to conduct operational, line and maintenance training for PAC customers. * Provide Operational and Technical information and instruction to assigned customers upon release of new products, enhancements or modifications. * Evaluate LRU testing/certification requirements. Provide feedback to Product Support Engineering group to amend applicable calibration and acceptance test procedures. * Consolidate and evaluate feedback from Customer repair shops, line personnel and operators. Monitor failure trends and possible quality or reliability problems. Communicate findings with Product Reliability Engineers to ensure accurate and timely resolution. * Work closely with Airline's technical departments, mechanics and management by providing timely and accurate data, reports and feedback. * Collect data required by Product Support Engineering to evaluate problem areas within the system software. Consult and advise other PAC departments of technical and non-technical problems and issues, as well as provide detailed summary reports of multiple customers' issues to the Field Engineering Manager. * Supervisory * Supervise team of Customer Support Field Engineers for assigned customers. Provide vacation scheduling and approval, travel coordination and approval, direction for daily activities and setting investigation priorities. Make hiring, discipline and termination decisions. Write and deliver performance reviews. EDUCATION/EXPERIENCE REQUIREMENTS * Bachelor of Science Degree in Electrical Engineering, Computer Sciences, Computer Engineering or other related engineering degree, or equivalent experience. * 5 years' Technical background in multiplexed audio/video and software controlled systems or; * 5 years' experience as a Customer Support Field Engineer or Product Engineer. * Demonstrated leadership ability or prior lead experience. * Additional experience in Avionics Design or Maintenance is a plus. KNOWLEDGE/SKILL REQUIREMENTS * Expert working knowledge of aircraft systems that interface with PAC equipment. * Extensive Linux/Unix experience with command line and networking and/or programming. * Experience as a user in MySQL, XML and/or other database driven systems. * Ability to carefully manage timelines, tasks, reporting and coordinate work across multiple departments. * Proficient using MS Office suite of products and Oracle. * Advanced Network Software and Hardware experience or qualification. * Consistently exhibit professionalism in order to enhance our customer's perception of the Company. * Understand Recommended Spares requirements and review Recommended Spare Parts Lists (RSPLs) for Marketing Business Proposals. * Excellent verbal and written communication skills. * Effective interpersonal, organizational and problem-solving skills. * Capable of handling multiple tasks simultaneously. * Ability to prioritize and carry out responsibilities with minimum supervision. * Ability to interact with others in a professional manner. * Use skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures. * Able to resolve a wide range of issues in imaginative as well as practical ways. * Work on problems of diverse to complex scope where analysis of data requires evaluation of variable factors. * Demonstrate good judgment in selecting methods and techniques for obtaining solutions. OTHER REQUIREMENTS * Ability to travel, up to 50% to both domestic and international locations. * Ability and willingness to provide weekend and after hours support as required.
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