Product Support Engineer

The Product Support Engineer identifies solutions to resolve field/customer issues and concerns as it relates to aircraft system and component products. This position is responsible for the effective and timely support and configuration of IFE/avionic equipment on various types and models of aircraft to ensure customer satisfaction. The Product Support Engineer leads the support and modification plans to ensure implementation and ensure deliverables meet customer/program schedules. Serves as a first level contact for the company’s IFE/avionic customers via telephone, fax, email, in-person and etc. This position also works on a number of projects with partners/vendors and with the company’s internal teams to resolve issues and concerns from the field.Duties and Responsibilities:Direct customer facing liaison on multiple topics; including configuration, documentation, maintenance, regulatory requirements and general supportTroubleshoot system, LRUs, cabling and etc. to resolve reported issues and concernsSupport an environment conducive to the successful support of IFE/avionic equipmentWork with internal teams, customers and partners/vendors to resolve installation and field related issues and concernsLead supplier related issues and concerns to ensure product maintenance and reliabilityDocument reported issues/concerns using CRMAnalyze logs and reports to isolate issuesPresent recommendations for fixes to managementTrain customers on system use and system maintenanceProvide guidance to fellow team membersPerform other job-related duties as assignedRequirementsBachelor’s Degree in Engineering or equivalent experience in a related field3+ years of experience working in a similar roleIFE/avionic experienceKnowledge of Avionic and Aerospace regulationsPrior exposure to the manufacturing of electronic components for Aerospace applicationComputer skills/networking technologyWorking knowledge in Linux based systemsBenefitsThe starting pay range for this position is $85,000 to $125,000 however, base pay offered may vary depending on skills, experience, job-related knowledge and location.In addition to a comprehensive package of health benefits that include company contributions, Safran Passenger Innovations offers a variety of additional benefits and perks to enhance your work-life balance experience including but not limited to:A home allowance to elevate your home workspaceDiscretionary bonus programFuture financial security with a 401(k) program with company matchPaid time off covering vacations, personal time off and sick days, capped off by an exciting year-end holiday shutdownEmbraced flexibility with our alternative work schedule (9/80) to navigate your workweeks with every other Friday off