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Customer Support Field Engineer III

REQ: REQ-131821 Engineering

Panasonic Avionics Corporation
  • Mendota Heights, MN, United States
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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. 

If you want to learn more about us visit us at www.panasonic.aero. And for a full listing of open job opportunities go to www.panasonic.aero/join-us/.  

 

The position: 

Performs as on-site support liaison between Panasonic and Airline Customers/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. Acts as mentor and technical resource to lower level Field Engineers.

Service, Support, Training and Troubleshooting

  • Provide technical guidance, formal training, and field assistance to other 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.
  • Checks reliability of data. Monitors trends and analyzes data to identify systemic problems.
  • 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 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

  • Work closely with the customer’s technical departments in providing timely and accurate data, reports and feedback.
  • Maintain in-depth knowledge of Panasonic products and installations, including system software and associated equipment. Remain current by continually obtaining new data, specifications, and interfacing often with the groups developing new products and software.
  • Respond to all airline queries related to the operation & maintenance (non-PTS customers) of Panasonic systems.
  • Provide regular, accurate, and detailed technical reports to management and/or appropriate departments on all activities, observed field problems, and customer issues. Provide clear and concise written and verbal communication and often requires participation or leadership in continuing problem investigations.
  • Manage the relationship between Panasonic and the assigned customers to ensure satisfaction and long-term business relationship.
  • Other duties as required.


What we’re looking for: 

  • Extensive knowledge of Linux, Unix, Windows and VxWorks (or embedded operating systems).
  • Extensive knowledge of TCP/IP networks and troubleshooting methods.
  • Thorough understanding of wiring schematics, diagrams and other engineering/aircraft documentation.
  • Effective interpersonal, organizational, and problem-solving skills.
  • MySQL database experience a plus.
  • Proficient in the utilization of MS office suite and Oracle.
  • Must understand aircraft systems that interface with PAC equipment.
  • Understands Recommended Spares requirements and coordinates the delivery of spare equipment for airline customers. Review RSPLS for Marketing Business Proposals.
  • Familiar with FAA, CAA, and ATA requirements for avionics equipment
  • Ability to write and converse effectively with peers from Panasonic, Airline customers and other vendors on a technical level.
  • Must be able to represent Panasonic interests to non-technical people in meetings and various reports.
  • Capable of identifying complex engineering problems in software and hardware and then working with the appropriate Panasonic department to produce an effective resolution, (i.e. problems can be fundamental design issues with the software, power, and electronic components or they can be aircraft environment or systems related).
  • Advanced level engineering product knowledge on avionics and related software areas.
  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures.
  • Resolves a wide range of issues in imaginative in creative ways.
  • Works on problems of diverse to complex scope where analysis of data requires evaluation of identifiable factors.
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
  • Ability to multitask and apply priority to projects with adaptability and urgency while meeting timelines.
  • Ability to present Panasonic interests to non-technical people in meetings and various reports.
  • Normally receives little instruction on day-to-day work and general instructions on new assignments.
  • Bachelor’s Degree/equivalent educational qualification in Computer Science, Information Technology, Electronics, Engineering or related degree is preferred. 8+ years of experience may be considered in lieu of a degree.
  • Typically requires 5-7 years of experience as a Field Engineer or Product Engineer, specializing in electronics/avionics systems, software, or broadcast technology.
  • Must hold a valid driver’s license and be able to meet the requirements of the airport authority for access and vehicle operation on their premises. (For Boeing, employees must possess an active Washington State drivers license and submit to a DMV record check).
  • Ability to pass extensive security and background checks.
  • Willing to work weekends and beyond normal business hours as required. Ability to work all shift hours and weekends. Ability to travel up to 50%, both domestic and international, often on short notice.
  • Ability to climb and work from ladder or platform, and endure sitting, standing, bending or twisting for extended periods.
  • Ability to lift up to 50 pounds, and operate in confined spaces for extended periods.


Our Principles: 

Contribution to Society | Fairness & Honesty | Cooperation & Team Spirit | Untiring Effort for Improvement | Courtesy & Humility | Adaptability | Gratitude 


What we offer: 

At Panasonic Avionics Corporation we realize the most important aspect of leading our industry is the bright minds behind everything we do. We are proud to offer our employees a highly competitive, comprehensive, and flexible benefits program. 

  • We offer flexible remote work options depending on your role. Where possible, we offer fully remote or hybrid work opportunities. 
  • Paid time off: Exempt Salaried employees receives unlimited PTO. This means that there is no fixed number, range, or limit to the amount of Personal and Vacation Days that may be taken for exempt employees. Non-exempt hourly employees accrue 14 vacation days per year + 7 sick days + 3 personal days. Accrual rate increases with tenure. All employees receive 11 company-paid holidays per year. We also close our offices at the corporate level in the U.S. between Christmas and New Year. For operational positions that are expected to work on holidays, we provide additional compensation for hours worked. 
  • Health Insurance: Medical insurance offerings from Aetna and Kaiser (CA &HI). Options for Employee Only, Employee + Spouse/Domestic Partner, Employee + Children, or Family. Dental PPO and DMO options & Vision insurance through EyeMed or VSP.  
  • 401K with 50% match on up to 8% contribution, full vested from day 1 
  • Other offerings include: Wellness Program, Counseling services, FSA & HSA, Life Insurance for employee, spouse, and child, AD&D Insurance, Long-term and Short-term disability, Critical Illness Insurance, Accident Insurance, Legal Assistance, Pet Insurance, Identity Theft Protection, Dependent Care FLSA, Education Assistance, Commuter Program, Employee Purchase Program, Service Award Program. 

All applicants are subject to Company policies, third-party customer and worksite requirements, and government requirements, regarding vaccination and/or testing for COVID-19.  Where permitted by applicable law, applicants may be required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance. While the Company strongly encourages COVID-19 vaccinations, it may require vaccination and/or testing for positions in which third party customer, worksite, or government requirements apply, in accordance with applicable law. At those locations where requirements apply, exemptions will be considered based on applicable law. 

Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety-sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Avionics Corporation. 

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REQ: REQ-131821 Engineering

  • Mendota Heights, MN, United States
Apply Apply

As a global policy, Panasonic does not recognize resumes or other application materials submitted from staffing agencies and search firms outside of our system. Therefore, please do not submit resumes or other application materials through the external Panasonic web site or directly to our employees. Any resumes or other application materials submitted through the external web site or directly to employees of Panasonic or any of its subsidiaries or affiliates will not be eligible for any agency fee, and the resume and other application materials will be added to our database for direct recruitment.

Panasonic assigns only certain positions to approved staffing agencies and search firms that have a current agreement with Panasonic in place. Not all positions are eligible for an agency fee.

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