Job Summary:
The Product Support Engineer is responsible for providing technical support and expertise for aerospace products throughout their lifecycle. This role ensures customer satisfaction through timely resolution of technical issues, coordination with engineering and production teams, and continuous improvement of support processes. The position requires strong analytical skills, cross-functional collaboration, and a deep understanding of aerospace systems and components.

Essential Job Functions:

• Serve as the primary technical liaison between customers and internal teams for product-related support.
• Investigate and resolve product performance issues, ensuring timely and effective solutions.
• Analyze field data and customer feedback to identify trends and recommend corrective actions.
• Collaborate with engineering, manufacturing, and quality teams to address design and production concerns.
• Support root cause analysis and implementation of corrective and preventive actions.
• Maintain detailed records of support activities, technical reports, and customer communications.
• Provide assistance to the Technical Publications department in the Compilation and review of technical data – CMM/ Service Bulletins/ Service Information Letter
• Participate in product improvement initiatives and support reliability growth programs.
• Provide Technical guidance to the Service Center to ensure compliance with aftermarket requirements – FAA 145 Repair station requirements, Service Bulletin
• Lead the development and coordination of field Service Bulletin modification plans, ensuring alignment with customer requirements and timely implementation.
• Manage and drive product MTBUR/MTBF improvement initiatives to address reliability issues and ensure compliance with contractual performance guarantees.
• Provide internal and external Reliability Report/ Product Performance.
• Ensure compliance with industry standards and customer requirements.
• Support warranty claim evaluations and provide technical input for resolution.
• Other duties may be assigned,

Required Competencies:

Education/Experience:
• Bachelor's degree in Engineering (Mechanical, Electrical, Aerospace, or related field).
• 3+ years of experience in product support, field service, or engineering within the aerospace industry.

Knowledge, Skills, and Abilities:
• Strong understanding of aerospace systems, components, and maintenance practices.
• Proficient in technical troubleshooting and root cause analysis.
• Experience with technical documentation, drawings, and specifications.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Knowledge of Regulatory standards (FAA, EASA, etc.).
• Proficiency in ENOVIA for managing engineering documentation, BOMs, and change requests.
• Experience with SAP ERP for tracking materials, managing production orders, and supporting supply chain activities.

Leadership Skills / Management Skills / Personal Skills:
• Strong problem-solving and analytical thinking.
• Ability to work independently and collaboratively across teams.
• High attention to detail and organizational skills.
• Customer-focused mindset with a commitment to quality and responsiveness.
• Effective communicator with the ability to present technical information clearly.
• Adaptable and proactive in addressing challenges.