Technical Support Specialist

Panasonic Avionics Corporation; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company in aviation technology is seeking a skilled professional for planning and analysis of maintenance operations servicing airline IFE programs. The role involves coordinating maintenance activities, managing resources to resolve issues quickly, and assisting technical teams with problem resolution. Candidates should possess a diploma in aviation or engineering and extensive experience in aircraft maintenance.

Qualifications

• 5 years of relevant work experience in aircraft maintenance and planning.
• Knowledge of Panasonic IFEC systems and computer networking preferred.
• Ability to work in high-stress environments and coordinate multiple tasks.

Responsibilities

• Plan maintenance activities and troubleshoot IFEC issues in real-time.
• Coordinate with multiple departments to maintain optimal customer relations.
• Create reports for management about IFE maintenance issues.

Skills

Troubleshooting

Communication

Customer Service

Education

Diploma in aviation/engineering/technical fields

Tools

Microsoft Office

Linux Operating System

Job description

Overview

JOB SUMMARY:

Responsible for planning, reporting, and analysis of maintenance operations that service airline IFE programs. Coordinate maintenance with Panasonic Technical Services service locations and airline maintenance operations centers to provide resources/solutions to clear open defects in the shortest possible time. Additional areas of responsibility will include global maintenance planning, inventory management, trending, statistical analysis, presentation preparation, incident management, and assisting airline crews/technical handlers in debugging technical issues.

Responsibilities

KEY RESPONSIBILITIES:

Description:

IFEC Defect Rectification Handling:

• Monitor IFEC performance, deferrals, and maintenance schedules of aircraft. Plan and schedule maintenance activities in conjunction with the airline and airline THA.
• Liaise with the airline, airline THA, and Panasonic Line Stations for any operational matters that affect IFEC serviceability and passenger experience. Assist with real-time troubleshooting of all IFE system configurations. Respond to airline and internal technical questions to develop sustainable solutions to resolve discrepancies expeditiously while continuing to maintain favorable customer relations.
• Support in-service operations by coordinating throughout the program with functional departments, Logistics, Quality Assurance, Marketing, Program Management, Product Support Engineering, and Customer Support Engineering.
• Develop knowledge base documents and procedures for the use of internal and external teams to assist efficient and quality maintenance services.

Reporting and Processes;

• Develop knowledge base documents and procedures for the use of internal and external teams to assist efficient and quality maintenance services.
• Keep management informed of all IFE maintenance issues that may impact customers’ service. Create and analyze various reports for management review.
• Ensure consistent and proper business processes are followed in accordance with departmental procedures and company policy.
• Ensure consistent and proper business processes are followed in accordance with departmental procedures and company policy.
• Keep management informed of all IFE maintenance issues that may impact customers’ service. Create and analyze various reports for management review.

KEY QUALIFICATIONS:

1. Diploma in aviation/engineering/technical fields or a combination of education and related experience preferred.
2. 5 years of relevant work experience in aircraft maintenance and maintenance planning.
3. Airline operations and 24/7 technical support center experience preferred.
4. At least 4 years of IFE, cellular, and satellite communication experience highly desired.
5. Computer (Linux Operating System) and networking experience are highly preferred.

KEY KNOWLEDGE & SKILL REQUIREMENTS:

In-depth understanding of Panasonic IFEC systems and general knowledge of computers and networking. Must have a good knowledge of schematics, blueprints, diagrams, component maintenance manuals, illustrated parts catalogs, and other technical documents

Proficient in Microsoft Office applications, including PowerPoint, Word, Excel, and Access

Communicate effectively with internal and external customers working towards quick, comprehensive resolution of the customer's inquiry and keeping management informed of issues that may impact customer service.

Must always look for ways to improve customer service.

Ability to own significant customer program issues to respond, troubleshoot, and research sustainable resolutions quickly. Report back to management to ensure expectations are met.

Ability to work well in a high-stress, high-pressure environment. Able to coordinate multiple high-priority tasks on parallel tracks at the same time.

Heightened awareness of cultural differences in communication with international clients

Well-organized, detail-oriented, and able to work with general supervision

REQ-151802