Customer Support Engineer

Job description / Role

Employment: Full Time

Panasonic Avionics

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 the ultimate in-flight experience 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 of u201cPeople before productsu201d. As we enter an exciting period of rapid global expansion to support new business, we are seeking a customer support engineer to join our team in Abu Dhabi, UAE.

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.

The role:

• 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.
• Troubleshoot and work to resolve system problems occurring on aircraft.
• Report issues or problems that canu2019t be cleared locally to the engineering departments or regional/head offices as appropriate.
• Participate actively 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.
• 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.

• Demonstrated experience in aircraft avionics design and/or a related customer service role in aviation/aerospace engineering essential.
• Strong technical background in PC networks and configuration, multiplexed or software controlled systems with an understanding of computer hardware.
• Strong Microsoft Office skills with experience in Linux and Unix an advantage.
• Familiarity with GCAA requirements is desirable.
• Sound verbal and written communications skills.
• Ideally degree-level educated or equivalent in engineering, electronics, avionics, or relevant discipline.

The person:

• Problem solvers using experience in hardware and software.
• Ability to handle multiple tasks and customer inquiries.
• Ability to coach and train others.

Company Industry: Aviation, Airlines & Aerospace

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