Lead Field Engineering

Job Title: Lead Field Engineering

Job Code: 12729

Job Location: St. Petersburg, FL or Grand Rapids, MI

Job Schedule: 9/80 off every other Friday; 1st shift; Onsite 100%

Job Description:

The Technical Support Engineer will be responsible for providing support to all customers, both internal and external, on aviation products such as: aviation flight recorders, SATCOM, electronic standby instruments, and associated ground support equipment. As a key member of the technical support organization the candidate will be the direct channel between our customers and the business regarding technical support, publications, system solutions and product reliability concerns. This individual will be required to deal with a wide variety of support items/issues to ensure customer satisfaction. This would include advising, assisting, and the support of training customers in the operation and maintenance of our products. The candidate should have strong troubleshooting skills and understanding of RC/CA process, system/component performance, data reporting, MTBF/MTBUR and system failure analysis. The candidate must also have the ability to coordinate and track corrective action plans and be able to deal effectively within and across functions and various disciplines to assure optimum supportability of our products. The person must have the initiative which will allow self-managed work scheduling, leadership, and communication skills to represent our business with the greater customer base. The candidate shall be required to demonstrate problem solving and leadership skills to ensure cooperation and participation across functions in order to effectively address technical issues and product improvements for our customers.

Essential Functions:

• Provide customer technical support for aviation flight recorders, electronic standby instruments, SATCOM, maritime voyage recorders and ground support and repair equipment.
• Primary interface between the organization and customer base to ensure the safety, reliability, and operation of our products.
• Use of CRM (Customer Relationship Management) to measure and track customer experience.
• Assist with continuous improvement of the technical support processes and tools in order to provide a higher level of customer engagement and first-time problem resolution.
• Review product reliability performance to identify common in-service failure modes. Work with engineering to identify Root Cause and develop Corrective Action plans to address issues.
• Support executive leadership meetings. Present and manage product performance issues and ensure voice of customer is recognized throughout the business.
• Help with the creation of technical publications to support installation, operation, maintenance, and repair of products.
• Responsible for the development and enhancement of training materials. Presents training programs and individual training experiences to ensure that customer representatives are effectively trained in all phases of product installation, maintenance, and repair.
• Assist with technical feedback during review of Product Support Agreements (PSA), Request for Proposal (RFP), Request for Quote (RFQ), customer agreements and compliance matrix.
• Domestic and International travel as required to support customer base.

Qualifications:

• Requires comprehensive level knowledge of job area. Bachelor's Degree and minimum 9 years of prior relevant experience. Graduate Degree and a minimum of 7 years of prior related experience. In lieu of a degree, minimum of 13 years of prior related experience.

Preferred Additional Skills:

• Requires knowledge of digital and solid-state electronics with specific avionics technology.
• Strong business acumen to understand business implications of decisions which may impact customer satisfaction and profitability. Can adequately represent the business during periods of troubled customer relationships.
• Ability to exercise sound judgment; displays willingness to make decisions; adapts to changing conditions; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Able to communicate clearly and effectively at the appropriate levels within the Customer organization as well as all peers and managers. Capable of making effective presentations to articulate ideas to the intended audience.
• Able to engage with and work well with people at all levels. Have a personality style that is team oriented and has the success of the organization and business as their main objective.
• A self-starter, highly motivated, with a strong work ethic. Demonstrates a professional outlook with unquestionable integrity, credibility, and character.