Summary of Job Purpose:

Provide answers to customers' technical requests (troubleshooting and technical solutions based on accepted practices) and follow up on products performance dashboards. Work closely with aircraft manufacturers and operators on product technical evolution and improvements. Monitor product development and field issues; report and launch technical resolution of in-services issues with Program Management and Engineering. Train operators and aircraft manufacturers' personnel on APU (Auxiliary Power Units) functionalities and operations.

Essential Duties and Responsibilities:

• Provide answers to customer's technical requests.
• Follow-up on products performance dashboards.
• Monitor product development and field issues.
• Report and launch the process of technical resolution of in-service issues. Monitor product improvements and manage the field incorporation of the solutions
• Provide formal training to operators and aircraft manufacturers' personnel on APU functionalities and operations.
• Propose product warranty provision funds in coordination with the commercial support and programs organizations.
cProvide emergency back-up technical assistance (aircraft on ground (AOG) support) to back-office members who rotate to support customer requests on a 24/7 basis.
• Alert management and program organization of potential safety-related, technically-related or commercially-related issues that are linked to the operations and performance of our products.
• Provide technical support for the adjudication of the warranty claims.
• Act as the primary focal and point of contact for technical AOG resolution for the support network.
• Actively collect product reliability data from the field, analyze reliability trend and shop finding reports for technical issues

Physical Requirements:

• While performing the duties of this Job, the employee is regularly required to use both hands.
• The employee is frequently required to walk,
• The employee must seldom lift and /or move up to 10 pounds.
• The noise level in the work environment is usually quiet

Additional Information:

• The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or
• The scope of the job may change as necessitated by business demands.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.