Senior Product Support Engineer

As a Senior Product Support Engineer, you will identify and resolve field and customer issues related to aircraft systems and components, ensuring the effective and timely support and configuration of IFE equipment across various aircraft models. This role requires you to lead support and modification plans, ensuring their implementation aligns with customer and program schedules. Acting as the primary contact for IFE, you will assist via telephone, email, and in-person interactions. Additionally, you will collaborate with partners, vendors, and internal teams to address and resolve field concerns, contributing to the seamless operation of our aircraft systems and maintaining high levels of customer satisfaction.

Team Summary:

The Product Support team is a part of the Customer Management organization and ensures the optimal performance and customer satisfaction of our RAVE-centric and connectivity IFE systems. They offer expert support, manage escalations, and assist with software update initiatives. The team collaborates with third-party providers and delivers both onsite and remote support. They also oversee RIM content management, RAVE analytics, and comprehensive product training. By developing clear documentation and providing critical technical assistance to the program management team, they ensure successful project execution and exceptional customer experiences.

Duties and Responsibilities:

• Serve as the main point of contact for high-level customer interactions, including configuration, documentation, maintenance, regulatory requirements, and general support
• Lead to troubleshoot system, LRUs, cabling, and other components to resolve reported issues
• Guide cross-functional teams in the resolution of complex technical challenges and customer escalations, leveraging a broad network of internal and external resources to achieve timely and effective outcomes.
• Drive the management of customer-related issues and concerns to ensure product maintenance and reliability
• Act as a subject matter expert in the development of product documentation, training materials, and support resources, ensuring alignment with industry standards and best practices
• Train customers on system use and system maintenance
• Conduct in-depth analysis of the logs and reports to isolate issues and present fix recommendations to management
• Foster an environment conducive to the successful support of IFE equipment
• Provide expert guidance and mentorship to junior team members, offering insights and best practices derived from extensive experience in the field

Requirements

• Bachelor’s Degree in Engineering or equivalent experience in a related field
• 6-10 years of experience working in a similar role
• Experience in a customer support or customer-facing role
• Experience with networking technology
• Working knowledge of Linux-based systems
• Demonstrate proficiency using hardware, software, and networking resources to resolve escalated issues
• Exhibit debugging skills; examine logs and reports for root cause
• Knowledge of Avionic and Aerospace regulations is highly desired
• Experience working in the IFE/Aerospace industry is highly desired

Benefits

The starting pay range for this position is $97,000 to $117,000 per year however, the base pay offered may vary depending on the level of the position, skills, experience, job-related knowledge, and location.

In addition to a comprehensive package of health benefits that include company contributions, Safran Passenger Innovations offers a variety of additional benefits and perks to enhance your work-life balance experience including but not limited to:

• A home allowance to elevate your home workspace
• Discretionary bonus program
• Future financial security with a 401(k) program with company match
• Paid time off covering vacations, personal time off and sick days, capped off by an exciting year-end holiday shutdown
• Embraced flexibility with our alternative work schedule (9/80) to navigate your workweeks with every other Friday off