Customer Support Engineer

Services & Support Operations Division
The Services and Support Operations (SSO) is a global leader of integrated MRO services and support. We are renowned for our exceptional customer service and expertise at every stage of the aircraft lifecycle providing innovative OEM-quality service solutions across a comprehensive portfolio. We are proud to serve airlines/ business jet operators the military airframe/ engine manufacturers as well as independent service centers. With our extensive network of service teams worldwide MRO facilities proprietary predictive modeling and advanced systems we offer 24/7 operational and technical support wherever its needed.

Position Summary/Essential Functions:
Has responsibility to provide technical input and guidance to product development with long-term business and organizational impact. Is responsible for technical scope cost and schedule management of assigned projects/tasks. Plans schedules and coordinates efforts in conjunction with OEM project teams and is accountable to meet team performance to project objectives. Serves as a technical advisor on major projects. Acts as the primary point-of- contact on complex technical projects of significant scope and broad product technology investment integration challenges and major customer impact.

Self-directed with minimum supervision. Has significant interaction with customers and senior technical community.

RESPONSIBILITES
Customer Support Engineer who will act as technical point of contact for fielded products respond to internal / external customer technical inquiries in a timely manner.
Supports engineering evaluations and initiate repair / overhaul maintenance procedures for FAA part 145 repair station.
Updates and initiate technical publications such as Component Maintenance Manual (CMM) Service Bulletin (SB) and Service Letter (SL).
Leads engineering investigations exercise root cause investigations collaborates with cross-functional teams and Type Certificate Holders (THC) such as Airbus and Boeing to drive to resolution.
Maintains frequent customer interface to present project status; determines feasibility of changing customer requirements and may propose and/or facilitates status meetings and present product improvements to air-framers as well as global operators.
Continuously monitors performance and reliability of fielded products. Investigate emerging return trends. Utilizes comprehensive knowledge of system engineering theories analysis techniques (FEA etc) principles and industry practices and policies specifically in engine fuel lubrication and thermal management.
Strengthens customer relationship and work to gain customer confidence in program.
Seeks and propose business growth opportunities via suggestions for product improvements and retrofits.
Be reachable to respond to Aircraft on Ground (AOG) urgent customer requests outside of business hours in a timely manner.
Availability to travel for training or technical support of customers worldwide (10%).
Ensures consistent engineering standards processes and documentation methods are used in project deliverables.
Maintains professional and technical knowledge by attending educational workshops reviewing technical publications benchmarking best practices and/or participating in professional associations.

REQUIREMENTS
System Engineering Expertise:
Utilize comprehensive knowledge of system engineering theories principles industry practices and policies to support engine fuel lubrication and thermal management.
Fuel and Fuel Inerting Systems Knowledge:
Possess exceptional expertise in Fuel and Fuel Inerting systems including detailed understanding of each components functionality and vendor parts. Leverage this knowledge to assist aircraft manufacturers or Parker Field Services in Aircraft On Ground (AOG) situations.
Regulated Maintenance Environment Proficiency:
Demonstrate exceptional knowledge of materials and practices used within regulated maintenance environments including familiarity with Component Maintenance Manuals (CMM) Acceptance and Test Procedures (ATP) Vendor Service Bulletins (VSB) Airworthiness Directives (AD) and other applicable regulatory requirements.
Regulatory Compliance Understanding:
Exhibit understanding of aviation maintenance regulation particularly within a Part 145 Repair Station certificated under the Federal Aviation Administration (FAA) and other national airworthiness authorities such as EASA TCAA and CAAC.
Project Management and Leadership:
Ability to establish monitor and track performance goals and objectives to complete complex or major projects. Provide clear direction and leadership to project teams at key milestones.
Data Analysis and Reliability Reporting:
Skilled in analyzing in-service return data to identify contributory and non-contributory factors affecting component removal. Use this analysis to inform our reliability functions and improve system performance.

ESSENTIAL FUNCTIONS
Technical Publications Management
o Manages edits and initiates technical publications such as Component Maintenance Manuals (CMM) Vendor Service Bulletins (VSB) and Service Letters (SL).
o Initiates communication to operators through Service Letters (SL).
o Develops and issues instructions for work required to operators via Vendor Service Bulletins (VSB).
Engineering Investigations & Root Cause Analysis
o Leads engineering investigations on fielded products.
o Initiates root cause investigations and collaborates with cross-functional teams and external customers to drive resolution.
o Creates and maintains project plans defines milestones and ensures progress is tracked and communicated.
o Determines project phases and requests necessary resources.
o Prepares and presents progress updates to airframers and global operators.
Project Engineering
o Facilitates status meetings to review and manage running action item lists (RAIL) involving design quality and product support teams.
o Contributes to the development of supporting documentation including procedures and technical reports.
Reliability Monitoring
o Continuously monitors the health and reliability of fielded products.
Professional Development
o Maintains professional and technical knowledge by attending educational workshops reviewing technical publications benchmarking best practices and participating in professional associations.

DESIRED
General knowledge of aircraft engines and power systems.
Corresponded with engine manufacturers
Corresponded with customers as a customer service engineer

QUALIFICATIONS
Bachelors degree (BS) (or Professional Engineer (PE) certificate) in engineering or a science technical discipline; Masters degree (MS) or MBA preferred.
Demonstrated ability to perform the essential functions of the job typically acquired through 7-9 years of related experience.
Has thorough in-depth knowledge of engineering domain (e.g. mechanical electrical etc.) principles industry practices concepts techniques government regulations and policies. Ability to apply broad knowledge of other related engineering or scientific fields to area of expertise.
Strong facilitation and team building skills. Ability to communicate with and influence varied audiences to gain support or resolve issues. Makes effective presentations on complex topics to top management customers and/or other key stakeholders.
Good knowledge of the Materials and Practices used within a regulated maintenance environment such as technical publications and other regulatory requirements as they apply to Parker and those applicable to our customers.
Ability to effectively communicate and present status actions recommendations and other technical information with clarity and precision. Ability to respond to significant inquiries from customers regulatory agencies or other internal teams.
Effective project management and organizational skills. Able to facilitate project team interactions and develop project team member capabilities.
Ability to establish and track performance to goals and objectives to complete complex or major projects and provide direction to the team at project milestones. Proficient with standard project management tools and practices.