Saturday, July 13, 2024

Customer Support Field Engineer II

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Performs an on-site support liaison between Panasonic and Airline Customers and OEMs 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 the resolution of technical issues with other Panasonic and customer engineering departments.

Key Responsibilities

Service, Support, and Troubleshooting

  • Provide technical guidance and field assistance and training 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.
  • Consolidate and evaluate feedback from Customer Repair Shops, Line Maintenance personnel and other operational departments. Monitor failure trends and highlight possible quality or reliability problems. Communicate findings with the Product Engineering and
  • Reliability departments to ensure accurate and timely resolution.
  • Provide troubleshooting assistance and support for new equipment installations, enhancements, or modifications for hardware, wiring, and software integration efforts and issue resolution. Work closely with engineering departments to ensure timely and accurate corrective action is achieved.
  • Review mechanical, electrical, and software installation documentation to verify that all specifications are met.
  • Work with the training department to conduct operational, line, and maintenance training for airline customers.
  • Assists in aircraft delivery and support during flight tests and customer flight acceptance.
  • Ensures interface between Airline customer and Panasonic product at OEM, (i.e. Boeing), and manage any A/C delivery issues or post-delivery resolution commitments.
  • Checks the reliability of data. Monitors trends and analyzes data to identify systemic problems.
  • Work with the training department to conduct operational, line, and maintenance training for airline customers.
  • Maintain a detailed working knowledge of aircraft avionics systems that 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.
  • Provide a consistent communication path to engineering for problem resolution. Establish a strong inter-departmental Engineering interface and support.
  • Monitors and coordinates engineering solutions and implementation of fixes/solutions. Assists in aircraft delivery and support during flight tests and customer flight acceptance.
    Other duties as required.

Liaison to Airline/OEMs

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  • Perform as engineering liaison for development or integration of next-generation Panasonic IFE systems.
  • 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 Support 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.
  • Manage the relationship between Panasonic and the assigned customers to ensure satisfaction and long-term business relationship.
  • Provide technical guidance and assistance to Customers in troubleshooting and resolution of system & interface problems.
  • Consistently exhibit professionalism to enhance the customer’s perception of the Company

Education / Experience Requirements

  • Associates Degree/equivalent educational qualification in Computer Science, Information Technology, Electronics, Engineering, or related degree; or 5 years engineering experience in Information Technology, Electronics/Avionics systems, software or broadcast technology may be substituted in lieu of degree.
  • Typically requires 2-4 years of related experience (with AA Degree).

Other Requirements

  • 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.
  • Must have the right to live and work in the location.
  • Ability to pass extensive security and background checks.
  • Ability to travel up to 50%, both domestic and international, often on short notice.
  • Willing to work weekends and beyond normal business hours as required. Ability to work all shift hours and weekends.
  • Ability to climb and work from a ladder or platform, and endure sitting, standing, bending, or twisting for extended periods.
  • Ability to lift up to 50 pounds, and operate in confined spaces for extended periods.

Location: New Delhi

Company: Panasonic

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