Technical Services Rep

Aircraft IFE/GCS Technical Service Representative

Overview:

The primary role is to provide on-site technical support of Panasonic IFE/GCS (In Flight Entertainment/Global Communication Services) products installed, or being progressively installed on customer aircraft.

Responsibilities:

• Aircraft IFE GCS Maintenance and Support
• Provide technical leadership and guidance to maintenance staff on all aspects of IFE GCS installation and maintenance activities.
• Assist in troubleshooting and resolving system issues, involving Panasonic Customer Support Engineers and Technical Support Engineers for resolution of systemic issues.
• Monitor and support tasks generated by the Panasonic Ticketing system and assigned to station. Coordinate new system introductions and new customer entry into service technical requirements.
• Perform root cause analysis and troubleshooting, utilizing full understanding of cross-functional departmental process dependencies and the full range of service provider services that may impact overall system performance.
• Monitor the program schedule commitments in coordination with Service Program Manager and assist in addressing possible impacts or changes.
• Assist in the development of Preventative Maintenance programs.
• Develop and maintain IFE GCS system performance reporting criteria for Panasonic and customer stakeholders.
• Interface between contracted MRO staff, Panasonic Product Safety Officer and Panasonic QA in all matters concerning air safety.
• To support software and hardware upgrades for the implementation of SBs Service Bulletins, etc.
• Represents Panasonic Maintenance and Maintenance support organization to the customer.
• Communicate and interface with relevant departments of the customer, primarily for production related processes and various Panasonic departments.
• To assist in reporting IFE GCS system performance.
• Flag and report improvements in the processes both at the customer facing side as well as within Panasonic.

Administrative Documentation:

• Document testing and repairs using computer and bar-coding equipment.
• Works closely with MRO to monitor and track spare parts inventory.
• Participate in implementing SILs Information Service Letter, TILs Technical Information letters and Maintenance Memos and other Panasonic or contracted MRO documentation.

Requirements:

• AP, FCC Class 1, EASA B1 and or B2, with relevant type ratings station dependent highly preferred.
• Demonstrated experience in aircraft avionics, possibly with satellite communications and satellite network troubleshooting.
• Ability to read, comprehend and follow instructions, procedures, blueprints, diagrams, manuals and to comprehend and follow verbal instructions.
• Must have an excellent working knowledge of engineering applications for technical communications and training purposes.
• Proficient in MS Word, Excel and Outlook.
• Knowledge of electronic and troubleshooting generally acquired through commercial aviation, military experience or technical school education combined with minimum of 8 years of related industry experience.
• Ability to work in a high-stress, high-pressure environment.
• Determines methods and procedures on new assignments.
• Works on problems of moderate to diverse scope requiring considerable judgment and initiative.
• Understands implications of work and makes recommendations for solutions.
• As a skilled specialist, completes tasks in resourceful and effective ways.
• Uses independent judgment to ensure projects assignments are completed accurately and on-time.
• Must be fluent in English or appropriate language location specific both spoken and written and be able to convey highly technical terms.
• Strong troubleshooting skills and analytical skills, with a software emphasis Linux.
• Intermediate knowledge of LINUX and UNIX a plus.
• A good understanding of PC networks and configuration, multiplexed or software controlled systems with knowledge of computer hardware.
• Knowledge of global civil aviation regulations and requirements EASA FAA.
• Must be customer service oriented.
• Must be experienced in the ability to deliver technical coaching and training.
• Ability to pass extensive security and background checks for Airside access.
• Legal right to work in location assigned.
• Current and valid drivers license.
• May require both international and domestic travel, up to 25 percent of time, to other line station locations to provide relief from time to time as required.
• Must be able to work any shift, weekends and holidays.
• Manual dexterity to grasp and work with tool parts and equipment.
• Ability to climb and work from ladder or platform, and endure sitting, standing, bending or twisting for extended periods and ability to lift up to 50 pounds.
• Ability to operate under extreme weather conditions and in confined spaces for extended periods.
• Ability to cope with environmental conditions which may include exposure to congestion and varying noise levels.