Product Support Engineer (Onsite)

Date Posted:

2023-12-18

Country:

United States of America

Location:

HNC32: US096-Winston-Salem (Oak Plaza 190 Oak Plaza Boulevard , Winston-Salem, NC, 27105 USA

Position Role Type:

Onsite

ob Summary:

This position is for a Product Support Engineer within the commercial seating division of Collins Aerospace.  This individual works independently, leads small/medium programs and teams, manages customer accounts, analyzes data, recommends resolutions for in-service issues, maintains action logs, trains customers on product maintenance, and visits our key customer accounts (up to 15% of travel may be expected).

Primary Responsibilities:

• Product Support engineering, project management, and customer management role responsible for addressing aircraft seating and furniture issues from design inception through in-service.
• Travel the world visiting assigned airline headquarters to walk their aircraft and review our product performance.
• Be the voice of the customer for commercial seating platforms, advocate for customers targeting increased reliability of their products, and lead product improvement campaigns.
• Work closely with customers, across various global time zones, on the planning and execution of product support projects including sustaining engineering improvements, technical support, service documents, training, warranty settlements, and repair.
• High growth possibility with exposure to executive management level.
• Strategically problem-solve to negotiate warranty settlement and cost-effective solutions for in-service issues while minimizing customer escalation.
• Crisis control - able to deal with challenging scenarios and dissatisfied customers, excel at deescalating contentious situations.
• Accountable, self-motivated to research methods and procedures on new assignments, strong sense of ownership, staying focused to complete work in a timely manner with limited manager oversight.
• Comfortable escalating and communicating internally and externally to resolve customer issues, able to deal with conflict resolution firmly and tactfully. 
• Proficient with Microsoft Office tools (Word, PowerPoint, Excel, Outlook).
• Highly organized individual capable of compiling and tracking meeting minutes, action logs, issue summery, etc. – able to type at least 40 words per minute.
• Possess a customer service attitude with the ability to develop and execute cost-effective solutions that balance the customer’s needs with Collins Aerospace’s financial goals.
• Willing and able to travel up to 15% of the time, including international travel. 
• Be technically proficient and able to develop high-level knowledge of platforms and systems assigned.
• Be capable of taking complex issues and summarizing for higher levels of management.
• Be able to communicate masterfully in both written and oral means and has the ability to speak in front of large groups.
• Technical background with a strong mechanical aptitude, be able to recommend solutions to complex problems requiring the regular use of ingenuity an innovation.
• Flexible working hours may be required depending on the customers you are assigned to support.

Basic Qualifications:

Typically requires aBachelor’s degree from an accredited university and years of customer support or product support experience OR

Advanced degree from an accredited university and 5 years of customer support or product support experience OR

In the absence of a degree, 9+ years of customer support or product support experience is required.

Preferred Qualifications:

• Be adept at developing an extensive network and close working relationships with the customer and internal partners ranging from VP/GM to working level.
• Previous experience working with operations/manufacturing engineering organizations.
• Familiar with the Aerospace Industry, and engineering program development practices for mechanical or aerospace systems.
• Customer management experience leading cross-functional teams.
• Experience using Siemens Teamcenter PLM.

Interiors:

At Collins Aerospace, our Interiors team is focused on innovation, safety and cost efficiency. But we don’t just get people from point A to point B. We’re committed to making air travel more comfortable, connected and secure. As a leader in aviation interior products and services, we’re helping airlines and original equipment manufacturers create a positive experience for their customers. With offices and manufacturing facilities in more than 12 states across the U.S. and more than 10 countries around the globe, we’re changing the game of aircraft interiors. Are you ready to join our team?

 

WE ARE REDEFINING AEROSPACE.

We make modern fl