Job Description

Performs as 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 CSFE interests in resolution of technical issues with other Panasonic and customer engineering departments. CSFE also represent the customer’s voice within Panasonic Avionics Corporation and fosters relationships within customer airline and Panasonic Avionics Corporation itself. The CSFE serves as subject matter experts.

Key Responsibilities Include

Service, Support, and Troubleshooting

• Provide 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.
• Provide troubleshooting assistance and support for new equipment installations, enhancements or modifications for hardware, wiring, and software integration 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 training department to conduct operational, line and maintenance training for airline customers.
• Maintain a detailed 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.
• Provide a consistent communication path to engineering for problem resolution. Establish a strong inter-departmental Engineering interface and support.
• Assists in aircraft delivery and support during flight test and customer flight acceptance.
• Respond to all airline queries related to the operation & maintenance (non-PTS customers) of Panasonic systems.

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.
• Monitors and coordinates engineering solutions and implementation of fixes/solutions

What We’re Looking For

• Associates Degree/equivalent educational qualification in Computer Science, Information Technology, Electronics, Engineering or related degree; or 2-3 years engineering experience in Information Technology, electronics/avionics systems, software or broadcast technology may be substituted in lieu of degree.
• Typically requires 0-1 years of related experience.
• Ability to understand and use wiring schematics, diagrams and other engineering/aircraft documentation.
• Working knowledge of Linux/Unix commands, file system structure, and overall familiarity with the various processes.
• Knowledge of TCP/IP networks and troubleshooting methods.
• MySQL database experience a plus.
• Familiar with FAA, CAA, and ATA requirements for avionics equipment.
• Capable of identifying engineering problems in software and hardware and reporting 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).

Skills Required

• Airlines
• Avionics