Customer Support Field Engineer Ii

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Panasonic Avionics Corporation Full time

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.

And 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.


The Position:

  • Performs an onsite 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 Field Engineering interests in the resolution of technical issues with other Panasonic and customer engineering departments.
  • Service, Support, and Troubleshooting
  • Provide technical guidance and field assistance and training 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.
  • Consolidate and evaluate feedback from Customer Repair Shops, Line Maintenance personnel, and other operational departments. Monitor failure trends and highlight possible quality or reliability problems. Communicate findings with the Product Engineering and Reliability departments to ensure accurate and timely resolution.
  • Provide troubleshooting assistance and support for new equipment installations, enhancements, or modifications for hardware, wiring, and software integration efforts 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 the training department to conduct operational, line, and maintenance training for airline customers.
  • Assists in aircraft delivery and support during flight tests and customer flight acceptance.
  • Ensures interface between Airline customer and Panasonic product at OEM, (i.e. Boeing), and manages any A/C delivery issues or postdelivery resolution commitments.
  • Checks the reliability of data. Monitors trends and analyzes data to identify systemic problems.
  • Work with the training department to conduct operational, line, and maintenance training for airline customers.
  • Maintain a detailed working knowledge of aircraft avionics systems that 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 documentationrelated 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 interdepartmental Engineering interface and support.
  • Monitors and coordinates engineering solutions and implementation of fixes/solutions. Assists in aircraft delivery and support during flight tests and customer flight acceptance.
  • Other duties as required.
  • Liaison to Airline/OEMs
  • Perform as engineering liaison for the development or integration of nextgeneration Panasonic IFE systems.
  • Develop and maintain indepth 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 Support 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.
  • Manage the relationship between Panasonic and the assigned customers to ensure satisfaction and longterm business relationship.
  • Provide technical guidance and assistance to Customers in troubleshooting and resolution of system & interface p

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