Customer Support Field Engineer I

About the role

Panasonic Avionics Corporation, a leader in inflight entertainment products such as movies, games, WiFi and Bluetooth headphone connectivity, is hiring a Customer Support Field Engineer I. The engineer acts as an on-site liaison between Panasonic and airline customers and OEMs, ensuring customer satisfaction and the optimum performance of Panasonic equipment. The role provides service, technical guidance, support and training to airline customers and represents their interests within Panasonic.

Key responsibilities

• Provide technical guidance and field assistance to Panasonic personnel and airline customers in troubleshooting hardware, network and software issues, and support new equipment installations, enhancements and modifications.
• Review mechanical, electrical and software installation documentation to verify specifications are met.
• Work with the training department to deliver operational, line and maintenance training for airline customers.
• Maintain a detailed knowledge of aircraft avionics systems that interface with Panasonic equipment and investigate system operation, maintenance or reliability issues, monitoring failure trends.
• Provide field inputs to other Panasonic departments (Product Support Engineering, Field Engineering Offices, Repair Center, Training, Program Management) and collect data for problem evaluation.
• Assist in aircraft delivery and support during flight tests and customer flight acceptance, and respond to airline queries on operation and maintenance of Panasonic systems.
• Develop and maintain knowledge of Panasonic products and installations, and provide regular technical reports on field problems and customer issues.
• Monitor and coordinate engineering solutions and the implementation of fixes, and coordinate the delivery of spare equipment for airline customers.

Required profile

• Associate's degree in Computer Science, Information Technology, Electronics, Engineering or a related field, or 2-3 years of engineering experience in IT, electronics/avionics, software or broadcast technology; typically 1 year of related experience.
• Ability to work independently and with peers, multitask and meet deadlines, and to communicate clearly with airline customers, Panasonic colleagues and vendors.
• Valid driver's licence, ability to pass security and background checks, and willingness to work weekends and beyond normal hours.
• Willingness to travel up to 50% domestically and internationally, often on short notice, and to climb ladders or platforms and work in confined spaces.
• Familiarity with FAA, CAA and ATA requirements for avionics equipment is an advantage.

Required skills

• Working knowledge of Linux/Unix commands and file system structure.
• Able to read wiring schematics, diagrams and aircraft documentation.
• Knowledge of TCP/IP networks and troubleshooting methods.
• Proficiency in MS Office and Oracle; MySQL experience is a plus.
• Understanding of aircraft systems interfacing with Panasonic equipment and recommended spares requirements.