Technical Services Rep

Overview
Technical Services Rep

Responsibilities
JOB SUMMARY

• 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. Additional role includes technical leadership, direction or recommendations on work actions directly to the customer, third party MRO maintenance staff, the customer's maintenance control organization, PTS OCC, MCC or limited to a combination of organizations as appropriate to the service agreement and work processes. Ensure that work performance is at a standard to achieve Panasonic performance availability guarantee as specified in the agreements. Works closely with CSE's (Customer Support Engineer), TSE's (Technical Support Engineer), Account Managers, Program Managers and other Panasonic support staff to ensure a successful IFE/GCS product installation or performance for the customer. Collect, synthesize and report on system performance metrics internally and externally to customer. Develop and maintain excellent working relationship with the customer. Work closely with multiple departments in maintenance provider organization to ensure their knowledge and effective operation of PAC IFE/GCS systems.

MAJOR RESPONSIBILITIES.Description

• 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.
• Execute tasks generated by the Panasonic Ticketing system assigned to the TSR (Technical Service Rep), resolving interpretation differences.
• Monitors and supports 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 SB's (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 SIL's (Information Service Letter), TIL's (Technical Information letters) and Maintenance Memo's and other Panasonic or contracted MRO documentation.

Education/Experience Requirements

• A&P, 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.

Knowledge/Skill Requirements

• 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.

Other Requirements

• Ability to pass extensive security and background checks for Airside access.
• Legal right to work in location assigned.
• Current and valid driver's license.
• May require both international and domestic travel, up to 25 % 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

REQ-152553