Customer Support Field Engineer IV

About Panasonic Avionics Corporation

Panasonic Avionics Corporation is a leading provider of inflight entertainment and connectivity products, including movies, games, WiFi, and Bluetooth headphone connectivity. With over 40 years in the industry, the company offers stability and career growth opportunities within a diverse and inclusive culture.

Role Overview: Customer Support Field Engineer IV

The Customer Support Field Engineer IV serves as an on-site support liaison between Panasonic and airline customers in Makkah and Jeddah, Saudi Arabia. This full-time role involves ensuring customer satisfaction and optimal performance of Panasonic equipment. The engineer provides service, technical guidance, support, and training to airline customers to meet product performance and reliability objectives. This position requires 5-10 years of experience and involves representing Panasonic Field Engineering interests in resolving technical issues with other Panasonic and customer engineering departments, as well as providing complex technical guidance to junior engineers and managing large projects.

Key Responsibilities

• Provide advanced technical guidance and field assistance to Panasonic personnel and airline customers for troubleshooting and resolving system hardware, network, and software issues.
• Perform complex troubleshooting and problem-solving for new equipment installations, enhancements, or modifications, working with engineering departments to ensure timely corrective action.
• Review mechanical, electrical, and software installation documentation to verify specifications are met.
• Collaborate with the training department to conduct operational, line, and maintenance training for airline customers.
• Assist in aircraft delivery and provide support during flight tests and customer flight acceptance.
• Participate in resolving system operation, maintenance, or reliability issues by conducting investigations and collecting data.
• Provide field inputs to other Panasonic departments regarding technical product issues, installation, or documentation problems.
• Develop and maintain in-depth knowledge of Panasonic products and installations, including system software and associated equipment.
• Provide regular, accurate, and detailed technical reports to Field Engineering management and relevant departments.
• Manage relationships between Panasonic and assigned customers to ensure satisfaction and long-term business relationships.
• Provide mentoring and guidance to less experienced team members.

Required Qualifications and Skills

• Ability to assist with technical issues impacting multiple airline programs.
• Advanced working knowledge of aircraft systems that interface with Panasonic Avionics Corp equipment.
• Advanced understanding and utilization of wiring schematics, diagrams, and other engineering/aircraft documentation.
• Extensive knowledge of multiple Panasonic Avionics Corp product lines and/or system types.
• Proficiency in identifying and communicating complex engineering problems in software and hardware to Field Engineering Management.
• Advanced engineering-level product knowledge in avionics and related software areas.
• Proficient using MS Office suite of products.
• Excellent verbal and written communication skills.
• Effective interpersonal, organizational, and problem-solving skills.
• Advanced ability to handle multiple tasks simultaneously and prioritize responsibilities with minimum supervision.
• Demonstrated ability to lead teams and perform as a technical expert.
• Highly proficient in project planning, addressing external/internal dependencies across multiple functions.
• Proven ability to extensively modify existing processes, procedures, or methods to develop appropriate solutions.
• Demonstrable experience providing identifiable technical contributions to the success of a product or project.
• Proven ability to develop technical approaches, resource allocation, or time schedules for projects.
• Ability to effectively interact with senior internal and external personnel.

Additional Requirements

• Must hold a valid driver’s license and meet airport authority requirements for access and vehicle operation.
• Ability to travel up to 50%, both domestic and international, often on short notice.
• Ability and willingness to provide weekend and after-hours support as required.
• Able to obtain Airport Security access, which may require passing a Criminal Records check and Drugs/Alcohol test.