Tech Support Admin

Hutchinson; Burbank, Northern (CA, KY); Hybrid; USD 71,000 - 77,000; Full time

Job summary

Hutchinson in United States (California) seeks an experienced aviation technical publications and product support specialist to manage administration, data revision, and vendor/customer coordination. The role demands five years of aviation publication experience, knowledge of FAA/EASA/CAAC regulations, and ability to work with ERP systems and MS Office.

A technical degree is a plus; A&P license recommended. Salary ranges from 71,000 to 77,000 USD annually.

Qualifications

• Five years’experience in aviation technical publication and product support.
• Knowledge of FAA/EASA/CAAC regulations is required.
• A&P license recommended; engineering degree a plus.
• Experience with ERP systems and MS Office preferred.

Responsibilities

• Administer technical publications and support activities.
• Respond to customer technical issues and questions.
• Identify appropriate technical contacts within customer organizations.
• Provide on-site technical support and visit customers as needed.
• Maintain cross-reference of customer and BCA part numbers.
• Assist warranty activity and monthly reporting.

Skills

Aviation publications

Customer communication

Problem solving

Teamwork

Education

2- or 4-year engineering degree

Tools

ERP systems

Microsoft Office

Windows OS

Job description

ESSENTIAL FUNCTIONS:

1. 1.Technical publications administration
   • a.CMM/AMM creation & revision
     • i.Assemble Engineering Data (BOM, Drawings, ECO’s)
     • ii.Send Engineering Data to Technical Publications Vendor
     • iii.Submit CMM to OEM for approval
     • iv.Distribute revision to operators (not being performed due to lack of resources)
   • b.Provisioning data & documentation creation & revision
     • i.Assemble Engineering Data (BOM, Drawings, ECO’s)
     • ii.Send Engineering Data to Technical Publications Vendor
     • iii.Submit T-file to OEM for approval
   • c.Service bulletins & Service letters & revision
   • d.Customer and Operator (Non-BCA generated) technical publications
     • i.Obtain necessary technical data
     • ii.Monitor technical date to insure it is current
     • iii.Renew agreements, licenses, PO to continue receipt of data
     • iv.Access Administrator for MyBoeingFleet Account
   • e.Distribution of Technical Publications
     • i.Customers – Operators, Airlines, OEM’s
     • ii.Maintain customer contacts information
2. 2.Technical support administration
   • a.Support contract review for aftermarket support requirements
     • i.Review and approve product support agreements (PSA, GCP)
   • b.Respond to customer technical issues and questions
     • i.Ensure a timely response and customer satisfaction.
   • c.Identify appropriate technical contact within the customer’s organization
     • i. by direct or indirect communication with customer or other outside sources
   • d.Support aftermarket sales activities and regional sales team members.
   • e.Visit customers to provide technical support
     • i.Keep the customer and BCA informed of product changes
     • ii.Define customer requirements.
3. 3.Technical product & services support
   • a.Repair Capabilities listing
     • i.Maintain Repair Capabilities Listing/update as necessary
   • b.Maintain Cross-reference of customer and BCA part number
     • i.Customer, aircraft, engine, mounting system, P/N’s
   • c.Product support – focal point with customers & sales for technical product issues
     • i.Installation instructions.
     • ii.CMM revision status.
     • iii.Approval for applications.
     • iv.Experimental applications.
     • v.Drawing, CMM requests
     • vi.Technical advice, limits
     • vii.Problems/Issues
4. 4.Warranty Administrator – Primary technical POC with customer
   • a.Documenting findings (customer, part #, quantity, condition, photos).
   • b.Monthly internal reporting of warranty activity.
   • c.Reporting of findings to customer.

OTHER RESPONSIBILITIES:

1. 1.Responsible for all the normal activities required in the administration of technical product support.
2. 2.Perform miscellaneous duties as required
3. 3.Responsible for promoting and abiding by the HSE rules and policies.

PRIMARY TOOLS OR EQUIPMENT:

Computers and printers, and calculator.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Education and/or Experience: Five years’ experience in aviation technical publication and product support. Airline industry experience and working knowledge of FAA/EASA/CAAC regulations required. Airline maintenance experience and A&P license is recommended. A 2- or 4-year technical degree in Mechanical or Aerospace Engineering is a plus.

Language Skills: Ability to read, analyze and interpret proposals and contracts, technical procedures, and written correspondence. Excellent verbal communication with the ability to effectively present information and respond to questions from managers, customers, government representatives and airline maintenance personnel.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to draw and interpret bar graphs.

Computer Skills: Working knowledge in Windows and software data packages, Microsoft Office. Experience in ERP systems, internet portals helpful.

Problem Solving: Ability to define problems, collect data, establish facts and draw valid conclusions. Demonstrated problem solving techniques, utilizing technical resources to research issues and propose alternative product application solutions.

Other Teamwork or Skills and Abilities: Ability to participate as a team member, daily or in meetings. Ability to listen actively and respond in group discussions. Willingness to learn other job skills and assist other team members. Understanding of team and business goals. Reassess work based on team goals and team priorities.

Salary dependent on experience ranging from 71,000 to 77,000 annual salary