Customer Support Field Engineer IV

Overview

Who We Are: 

Ever wonder who brings the entertainment to your flights? Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity!  

How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay! With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. And we are committed to a diverse and inclusive culture that will help our organization thrive! We seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more. 

If you want to learn more about us visit us at www.panasonic.aero. And for a full listing of open job opportunities go to www.panasonic.aero/join-us/.  

The Position:

Performs as an on-site support liaison between Panasonic and Airline Customers to ensure customer satisfaction and optimum performance of all Panasonic equipment. Provides service, technical guidance, support and training to airline customers to ensure product performance and reliability objectives are met. Represent Panasonic Field Engineering interests in resolution of technical issues with other Panasonic and customer engineering departments. Provides complex level technical guidance to lower level engineers to support program objectives. Manages large projects at the direction and discretion of leadership.

Responsibilities

Major Responsibilities:

• Service, Support, and Troubleshooting• Provides advanced level technical guidance and field assistance to Panasonic personnel and airline customers in troubleshooting and resolving system hardware, network, and software issues. Provides accurate, detailed and timely responses to problems and queries.
• Performs complex troubleshooting and problem solving for new equipment installations, enhancements or modifications for hardware, wiring, and software integration. Work closely with engineering departments to ensure timely and accurate corrective action is achieved. Provides feedback to Product Support Engineering to amend applicable calibration and acceptance test procedures.
• Review mechanical, electrical, and software installation documentation to verify that all specifications are met.
• Work with training department to conduct operational, line and maintenance training for airline customers.
• Assists in aircraft delivery and support during flight test and customer flight acceptance.
• Advanced working knowledge of aircraft avionics systems which interface with Panasonic equipment.
• Participate in resolving system operation, maintenance or reliability issues by conducting investigations, collecting data to identify the scope of problems, and participating in the recovery plan as required with other departments. Monitor failure trends and possible quality or reliability problems.
• Provide field inputs to other Panasonic departments, (i.e. Product Support Engineering, Field Engineering Offices, Repair Center, Training, and Program Management) concerning technical product issues, installation or documentation related problems. Collect data required by Support Engineering to evaluate problem areas within the system software.
• Consults with and advises other PAC departments on technical and non-technical problems and issues.
• Understand Recommended Spares requirements and review RSPLs for marketing Business proposals when required.
• Other duties as required.

• Liaison to Airline Customers/OEMs• Develop and maintain in-depth knowledge of Panasonic products and installations, including system software and associated equipment. Remain current as new products and enhancements are released. Continually obtain new data, specifications, and interface often with the groups developing new products and software.
• Provide regular, accurate and detailed technical reports to Field Engineering management and/or appropriate departments on all activities, observed field problems, and customer issues. Provides clear and concise written and verbal communication and often participates in continuing problem investigations.
• Work closely with airline customer technical departments by providing timely and accurate data, reports and feedback.
• Manage the relationship between Panasonic and the assigned customers to ensure satisfaction and a long-term business relationship

• Team Lead• Provide mentoring/guidance to less experienced team members.

Qualifications

What We’re Looking For: 

• Bachelor’s Degree/equivalent educational qualification in Computer Science, Information Technology, Electronics, Engineering or related degree is preferred. 10+ years of experience may be considered in lieu of degree.
• Typically requires 8+ years’ experience as a Field Engineer or Product Engineer to airlines/OEM customers, specializing in electronics/avionics systems, software or broadcast technology.
• Able to assist on technical issues that impact multiple airline programs.
• Develop and maintain in-depth knowledge of PAC products including Test Sets and associated equipment
• Advanced working knowledge of aircraft systems that interface with Panasonic Avionics Corp equipment.
• dvanced understanding and utilization of wiring schematics, diagrams and other engineering/aircraft documentation.
• Extensive knowledge on multiple Panasonic Avionics Corp product lines and/or system types.
• Understands Recommended Spares requirements and coordinates the delivery of spare equipment for airline customers. Review RSPLS for Marketing Business Proposals.
• Extensive Linux/Unix experience with command line and network troubleshooting.
• Advanced knowledge of TCP/IP networks and troubleshooting methods.
• Familiar with FAA, CAA and ATA requirements for avionics equipment.
• Identifies and communicates complex engineering problems in software and hardware to Field Engineering Management (i.e. problems can be fundamental design issues with software, power, and electronic components or they can be aircraft environment related).
• Advanced engineering-level product knowledge on avionics and related software areas.
• Proficient using MS Office suite of products.
• Network/Software and Hardware experience or similar qualification.
• Excellent verbal and written communication skills.
• Effective interpersonal, organizational and problem-solving skills.
• Advanced level ability to handle multiple tasks simultaneously.
• Ability to prioritize and carry out responsibilities with minimum supervision.
• Advanced working knowledge of aircraft systems a plus.
• MySQL database experience a plus.
• Determines methods and procedures on new assignments and coordinates activities of other personnel.
• Demonstrated ability to lead teams to achieve positive results and perform as a technical expert and a source of information.
• Provide leadership and/or technical guidance to other field engineers.
• Highly proficient in project planning while addressing external/internal dependencies across multiple functions.
• Proven ability to extensively modify existing processes, procedures or methods to develop appropriate solutions.
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures.
• Resolves a wide range of issues in imaginative as well as practical ways.
• Works on problems of diverse to complex scope where analysis of data requires evaluation of variable factors.
• Demonstrable experience providing identifiable technical contributions to the success of a product or project.
• Proven ability to develop technical approach or design, resource, allocation or time schedule on projects.
• Ability to effectively interact with senior internal and external personnel.
• Must hold a valid driver’s license and be able to meet the requirements of the airport authority for access and vehicle operation on their premises. (For Boeing, employees must possess an active Washington State driver’s license and submit to a DMV record check).
• Ability to travel up to 50%, both domestic and international, often on short notice.
• Ability and willingness to provide weekend and after hours support as required.
• Able to obtain Airport Security access (may need to pass Criminal Records check and Drugs/Alcohol test, as required by Airport Authority).

Our Principles:

Contribution to Society | Fairness & Honesty | Cooperation & Team Spirit | Untiring Effort for Improvement | Courtesy & Humility | Adaptability | Gratitude 

What We Offer: 

At Panasonic Avionics Corporation we realize the most important aspects in leading our industry are the bright minds behind everything we do. We are proud to offer our employees a highly competitive, comprehensive and flexible benefits program. 

REQ-156062