Technical Support Specialist

**Technical Support Specialist**
**65 Airport Blvd #01-13 Changi Airport T3 Singapore 819663**

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**Important Note: Please read the full Job Responsibilities & Requirements very carefully before deciding whether you have the skills, knowledge, and experience that we are looking for (as stated below).**
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**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.

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.

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**JOB SUMMARY**:
Responsible for planning, reporting, and analysis of maintenance operations that service airline IFE programs. Coordinate maintenance with Panasonic Technical Services service locations and airline maintenance operations centers to provide resources/solutions to clear open defects in the shortest possible time. Additional areas of responsibility will include global maintenance planning, inventory management, trending, statistical analysis, presentation preparation, incident management, and assisting airline crews/technical handlers in debugging technical issues

**KEY RESPONSIBILITIES**:
**Description**:
**IFEC Defect Rectification Handling**:

- Monitor IFEC performance, deferrals, and maintenance schedules of aircraft. Plan and schedule maintenance activities in conjunction with the airline and airline THA.
- Liaise with the airline, airline THA, and Panasonic Line Stations for any operational matters that affect IFEC serviceability and passenger experience. Assist with real-time troubleshooting of all IFE system configurations. Respond to airline and internal technical questions to develop sustainable solutions to resolve discrepancies expeditiously while continuing to maintain favorable customer relations.
- Support in-service operations by coordinating throughout the program with functional departments, Logistics, Quality Assurance, Marketing, Program Management, Product Support Engineering, and Customer Support Engineering.
- Develop knowledge base documents and procedures for the use of internal and external teams to assist efficient and quality maintenance services.

**Reporting and Processes;**
- Develop knowledge base documents and procedures for the use of internal and external teams to assist efficient and quality maintenance services.
- Keep management informed of all IFE maintenance issues that may impact customers’ service. Create and analyze various reports for management review.
- Ensure consistent and proper business processes are followed in accordance with departmental procedures and company policy.
- Ensure consistent and proper business processes are followed in accordance with departmental procedures and company policy.
- Keep management informed of all IFE maintenance issues that may impact customers’ service. Create and analyze various reports for management review.

**KEY QUALIFICATIONS**:
1. Diploma in aviation/engineering/technical fields or a combination of education and related experience preferred.

2. 5 years of relevant work experience in aircraft maintenance and maintenance planning.

3. Airline operations and 24/7 technical support center experience preferred.

4. At least 4 years of IFE, cellular, and satellite communication experience highly desired.

5. Computer (Linux Operating System) and networking experience are highly preferred.

**KEY KNOWLEDGE & SKILL REQUIREMENTS**:
1. In-depth understanding of Panasonic IFEC systems and general knowledge of computers and networking. Must have a good knowledge of schematics, blueprints, diagrams, component maintenance manuals, illustrated parts catalogs, and other technical documents

3. Communicate effectively with internal and external customers working towards quick, comprehensive resolution of the customer's inquiry and keeping management informed of issues that may impact customer service.

4. Must always look for ways to improve customer service.

5. Ability to own significant customer program issues to respond, troubleshoot, and research sustainable resolutions quickly. Report back to management to ensure expectations are met.

6. Ability to work well in a high-stress, high-pressure environment. Able to coordinate multiple high-priority tasks on parallel tracks at the same time.

7. Heightened awareness of cultural differences in