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: 
Bottom of Form 
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+ 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 $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 workspace
Discretionary bonus program
Future financial security with a 401(k) program with company match
Paid time off covering vacations, personal time off and sick days, capped off by an exciting year-end vacation shutdown
Embraced flexibility with our alternative work schedule (9/80) to navigate your workweeks with every other Friday off