The Product Support Engineer II identifies solutions to resolve field/customer issues and concerns as it relates to aircraft system and component products. This position is responsible for the effective and timely support and configuration of IFE/avionic equipment on various types and models of aircraft to ensure customer satisfaction. The Product Support Engineer II leads the support and modification plans to ensure implementation and ensure deliverables meet customer/program schedules. Serves as a first level contact for the company’s IFE/avionic customers via telephone, fax, email, in-person and etc. This position also works on a number of projects with partners/vendors and with the company’s internal teams to resolve issues and concerns from the field.

Duties and Responsibilities:

• Direct customer facing liaison on multiple topics; including configuration, documentation, maintenance, regulatory requirements and general support
• Troubleshoot system, LRUs, cabling and etc. to resolve reported issues and concerns
• Support an environment conducive to the successful support of IFE/avionic equipment
• Work with internal teams, customers and partners/vendors to resolve installation and field related issues and concerns
• Lead supplier related issues and concerns to ensure product maintenance and reliability
• Document reported issues/concerns using CRM
• Analyze logs and reports to isolate issues
• Present recommendations for fixes to management
• Train customers on system use and system maintenance
• Provide guidance to fellow team members
• Perform other job-related duties as assigned