Customer Support Engineer
Toulouse, France
Engineer in the cabin electronics group (dealing with IFE/CIDS).Basic responsibilities included:- Provide engineering assistance to the customer (airlines), ensuring timely responses with good quality and with on-site assistance when and where necessary;- Monitor in-service events, identify potential impact and launch appropriate corrective action(s) with the relevant design organisation. Ensure the required level of progress and follow-up;- Ensure feedback of in-service experience, maintenance activities and significant issues to management, design organisation and vendors;- Ensure technical concerns / needs raised by the customer are assessed / addressed within the defined time scale;- Analyse all in-service events to identify potential impact on airworthiness, reliability, quality, cost of ownership, passenger and crew comfort, and operational cost;- Ensure good adaptation of the design office / vendor proposed fix to real customer in-service problem, accept or refuse the proposed solution;- Propose technical solutions, discuss them with the design office / vendors, ensure that they are fully considered;- Create the customers’ information documents in order to ensure that the customers’ expectations and needs are fully reached (Service Information Letter, Technical Follow-Up, Service Bulletin scrutiny);- Use systems knowledge and customer services’ skills to define and provide solutions to complex trouble shooting situations, including AOG (Aircraft-On-Ground).