Product Support Engineer II

The Product Support Engineer II 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 II 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 support
Troubleshoot system, LRUs, cabling and etc. to resolve reported issues and concerns
Support an environment conducive to the successful support of IFE/avionic equipment
Work with internal teams, customers and partners/vendors to resolve installation and field related issues and concerns
Lead supplier related issues and concerns to ensure product maintenance and reliability
Document reported issues/concerns using CRM
Analyze logs and reports to isolate issues
Present recommendations for fixes to management
Train customers on system use and system maintenance
Provide guidance to fellow team members
Perform other job-related duties as assigned
Requirements
Bachelor’s Degree in Engineering or equivalent experience in a related field
3-6 years of experience working in a similar role
IFE/avionic experience
Knowledge of Avionic and Aerospace regulations
Prior exposure to the manufacturing of electronic components for Aerospace application
Computer skills/networking technology
Working knowledge in Linux based systems 
Benefits
The starting pay range for this position is $85,000 to $108,000 however, base pay offered may vary depending on skills, experience, job-related knowledge and location.