Customer Support Engineer
3 weeks ago
Solutions Driven is hiring for this role on behalf of one of our clients.
This is a dual role with international reach for an electronic engineer with test and troubleshooting experience.
Provide full component engineering expertise and support to Engineering and in-service teams for clients 4 International sites.
Provide technical expertise on in-service products to support customers (internal or external) and solve technical issues including customer returns and repairs (RMAs).
Component Engineering for all International Sites:
- BOM review and validation at key product development gates
- Counterfeit prevention (report analysis, training)
- Export control (component classification, change management)
- Component support to engineering for new designs and to supply chain and production to resolve procurement and obsolescence issues.
- Responsible for component selection guidelines and approval of new electronic component registration in ERP.
In-Service Support:
- Drive and manage RMA’s
- Perform troubleshooting and analysis on customer returns
- Work with technicians to repair failed products
- Interface with suppliers where necessary to resolve customer issues
- Provide technical expertise on in-service products
- Establish support documentation required from development projects
Support to Production:
- Support production with problems encountered when testing products.
- Drive root cause analysis and corrective actions to support yield improvement.
Root Cause Analysis:
- Inspect and troubleshoot defective used products or subparts that have been kept for further analysis.
- Synchronize root cause analysis activities with methods or engineering (8D and problem-solving)
- Provide quality technical feedback to Engineering based on lessons learned from customer support issues.
- Participate in the Quality Clinic for customer issues and in-service RMA
KPI responsibility: In-service
- Customer claims (Escape, Deviations, non-conformities, etc..)
- Customer audit score
- RMA’s (in and out of warranty)
- Contribute to the bid preparation process to ensure lifecycle profitability
Requirements :
- University degree in science or Engineering (BA/BS) or higher.
- At least 4 years experience in Electronics development or production and testing, and support.
- Experience within the Aviation, Space, and Defense (ASD) industry would be a plus.
- Failure analysis, root cause analysis, and troubleshooting experience
- English spoken and written.
- Amenable to hybrid work arrangement of 3 days onsite and 2 days remote.
Why Join Us?
This is a unique opportunity to lead and innovate within complex avionic projects while working alongside a team of multi-disciplinary experts. If you have a passion for high-stakes software development and a drive to impact mission-critical systems, we encourage you to apply.
Ready to take the next step in your career? Apply today to join our team of innovators and leaders in avionics and defense.
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