JOB SUMMARY
Provide direction and management to Managers, Supervisors, and teams of Customer Support Field Engineers across the entire region to ensure total customer satisfaction and successful execution of company objectives. Ensure the company meets its obligations and commitments by responding to technical problems and queries in an accurate and timely manner. Ensure teams develop and maintain excellent working relationships with customers and internal company departments in order to smoothly and effectively address customer needs. This position will manage the activities of two or more sections or areas.
MAJOR RESPONSIBILITIES
Customer Support and OEM Coordination
- Provide direction and leadership to Field Managers, Supervisors, and Customer Support Field Engineers working on customer aircraft.
- Ensure teams are trained and equipped to ensure compliance with OEM procedures and to provide technical assistance to all customers in the region.
- Anticipate and promptly address any problems impacting the operation and maintenance of company systems.
- Ensure systems and staff are in place to help customers troubleshoot and resolve systemic problems occurring on the aircraft and in the lab.
- Work with Senior Leadership to develop and execute aircraft performance goals, technical objectives, and departmental support strategies. To include manpower forecasting and budgeting.
- Oversee and execute engineering support requirements.
- Represent Panasonic at OEM or customer meetings and other conference calls.
Planning & Reporting
- Develop, Implement and oversee aircraft IFEC performance management system for all customers, including IDAir and other third-party customers, as requested
- Provide Executive reporting on IFEC performance management to PAC/Regional leadership on bi-monthly basis and follow up on any executive actions assigned as a result of outlier reporting
- Support the TTR executive management process with Regional Leadership and Engineering Leadership
Supervisory
- Develop work instructions that ensure successful execution of department objectives and core functions.
Set direction, objectives and targets for Field Managers, Supervisors, and Customer Support Field Engineers. - Monitor team members’ results and implement changes accordingly.
- Support the execution of work instructions and procedures for customer support field engineering.
- Recruit and train new staff to support contractual requirements.
Manage Department
- Develop annual business plans, including equipment, manpower and other budgeting requirements.
- Monitor monthly spending of assigned groups and make adjustments as needed to ensure proper financial planning.
- Manage department assets and inventory.
EDUCATION/EXPERIENCE REQUIREMENTS
- Bachelors’ degree in Engineering or Computer Science or equivalent.
- 8+ years of field engineering or technical experience.
- 3+ years in a supervisory role.
- 3+ years airline or avionics experience highly preferred.
KNOWLEDGE/SKILL REQUIREMENTS
- Demonstrated proven ability to manage and perform Customer Support Field Engineering support scope of work.
- Knowledge of OEM procedures preferred.
- Knowledge of JARs and FARs preferred.
- Ability to interface with technical field personnel both internally and externally.
- Proven communication (internal/external) skills: Interfaces with PAC mid level and senior level management. Interfaces with OEM (Airbus and Boeing) and customers on a daily basis.
- Ability to organize and implement department objectives.
- Proven experience with problem-solving, decision-making, and multi-tasking to respond to common inquiries or complaints from customers in a professional and timely manner.
- Ability to develop and maintain excellent working relationship with customers and internal company departments in order to effectively address customer needs.
- Ability to plan, assign, train, and direct employees including ability to interview, hire, and appraise employees.
- Highly developed team building skills.
- Knowledge of EASA/FAA requirements.
- Strong knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.
- Advanced knowledge of SQL, XML and or other database driven systems.
- Advanced knowledge of Linux/Unix and/or programming.
- Advanced technical background in multiplexed and software/network-controlled systems.
- Track record in system-related troubleshooting.
- Advanced knowledge of equipment such as Spectrum analyzers and Network analyzers.
- Working knowledge of aircraft systems that interface with Panasonic Avionics Corporation equipment.
- Strong knowledge of Avionics’ design or maintenance.
- Works on issues of diverse scope where analysis of situations or data requires evaluation of a variety of factors, including an understanding of current business trends.
- Recommends changes to policies and establishes procedures that affect immediate organization(s).
- Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
- Manages, through subordinate managers and supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
- Uses skills as a seasoned, experienced management professional with a full understanding of industry practices and company policies and procedures.
- Resolves a wide range of issues in imaginative as well as practical ways.
- Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to determine appropriate action.
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
OTHER REQUIREMENTS
- Travel up to 50% to domestic and/or international locations.
