Customer Support Engineer Ii

6 months ago

Doha, Qatar Panasonic Avionics Corporation Full time

**Who **W**e **A**re**:

- 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 **P**osition**:

- Performs 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 Field Engineering interests in 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 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.
- Ensures interface between Airline customer and Panasonic product at OEM, (i.e. Boeing), and manage any A/C delivery issues or post-delivery resolution commitments.
- Checks reliability of data. Monitors trends and analyzes data to identify systemic problems.
- 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.
- Monitors and coordinates engineering solutions and implementation of fixes/solutions. Assists in aircraft delivery and support during flight test and customer flight acceptance.
- Other duties as required.
- Liaison to Airline/OEMs
- Perform as engineering liaison for development or integration of next generation Panasonic IFE systems.
- 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 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 long-term business relationship.
- Provide technical guidance and assistance to Customers in troubleshooting and resolution of system & interface problems.
- Cons

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