Customer Support Field Engineer Iv

Overview: Customer Support Field Engineer IV Responsibilities:
JOB SUMMARY
- 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.

MAJOR RESPONSIBILITIES.Description
- 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.

EDUCATION/EXPERIENCE REQUIREMENTS
- 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.

KNOWLEDGE/SKILL REQUIREMENTS
- 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.
- Advanced 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.