Customer Support Field Engineer IV

REQ: REQ-112664 Engineering

  • Moscow, Russia
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Panasonic Avionics is the market leader in the world of In-Flight Entertainment and Connectivity (IFEC), offering sophisticated products and unparalleled service levels to deliver industry leading in-flight entertainment through video, audio, games, software applications and telecommunications.

Our success is built upon our cutting-edge technology and outstanding customer service, driven by our corporate heritage and as we enter an exciting period of rapid global expansion to support new business, we are seeking an experienced Customer Support Engineer to join our growing team in Langley.

Our Customer Support Engineers are ambassadors for Panasonic, we have exciting opportunities for candidates who want to work at the cutting edge of technology and who are prepared to travel internationally. We are looking for candidates with experience in avionics engineering along with strong IT software knowledge and understanding of hardware.

They must be solution finders, not just problem identifiers, their aim being that airlines and their customers are 100% satisfied with our product. Candidates must be comfortable working alone, but also able to build good relationships to allow them to use the wider Panasonic team in resolving issues. This is not a 9-5 job!

Your day to day duties and responsibilities will include:

  • Maintain customer satisfaction through accurate, detailed and timely responses to problems and queries, and elevate situations with Panasonic Avionics Management if and when required.
  • Provide technical guidance and assistance to assigned customers responding real time to customer technical inquires via phone, email and on-site presence as necessary.  
  • Maintain ownership of all technical issues occurring at customer locations through relevant issue tracking management and documentation tools.
  • Report issues / problems that cannot be solved locally, to the Engineering organisation and / or regional/head offices as appropriate
  • Troubleshoot and work to resolve system problems occurring on aircraft (and / or in the Repair Shop).
  • Provide significant collaboration and coaching to peers, based on knowledge and expertise
  • Technical lead in any retrofits and / or the entry into service of new systems at assigned customers.
  • Work actively with the assigned customers to gather reliability data for all Panasonic Avionics equipment. 
  • Report all information gathered from customer’s organisation to the regional office and head office as appropriate.
  • Evaluate the needs of the customers and relate details to appropriate internal departments
  • Advise customers on future projects that they may wish to conduct, and guide them through the Panasonic Avionics processes for such projects
  • Participate actively in technical expert teams.
  • Provide significant collaboration and coaching to peers, based on knowledge and expertise

Skills and Qualifications

  • Degree-level educated or equivalent in Engineering, avionics, communications, or relevant discipline.
  • Significant experience in the troubleshooting of Avionic Systems and/or In-Flight Entertainment & communication systems and/or a related customer service role in aviation/aerospace engineering
  • Must have strong technical background in complex networks and configuration, multiplexed or software controlled systems with an understanding of computer hardware.
  • Must have Strong Microsoft Office skills with experience in debugging LINUX, UNIX, Android & mySQL.
  • A strong understanding of Arinc429, RS232, RS484, HTTP, SNMP, DHCP & RF communication protocols is required.
  • Familiarisation with Terminal emulators (Putty, ZOC, Teraterm), FTP clients (FileZilla, winSCP) and database configuration tools is essential.  
  • Experience in system and software design is desired.  
  • Demonstrate an understanding of system integration and design through use of applicable system design documentation and wiring diagrams.   
  • Must have proven experience with KU band & L-band satellite communication protocols
  • Familiarity with EASA / FAA requirements and operator part M / part 145 environments is desirable
  • Proven experience working in OEM environments, with particular focus on Boeing and Airbus.
  • Must have sound verbal and written communications skills.
  • Problem solvers using experience in hardware and software
  • Eligibility to work in the EU (ability to move freely within EU states and elsewhere is a key requirement of the role)
  • A clean driving license is needed – an essential-user vehicle is provided for business and private use
  • Ability to handle multiple tasks and customer inquiries

REQ: REQ-112664 Engineering

  • Moscow, Russia
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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.