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Technical Support Engineer
Job Location: Japan
Report to: Technical Support Manager
Job Responsibilities
Primary responsibility will be to provide customers with in-service support of Honeywell avionic and mechanical systems installed on air transport and regional airplanes, ensuring customer satisfaction and added value to Honeywell by providing the required product and customer support for Honeywell Products, Systems and Service. Ensure that support services are deployed and that maintenance and operational training for the Product, System and Services is available to customers.
Will be required to support Honeywell Mechanical & Avionics operators in Japan - this will be primarily commercial air transport and regional airlines, however will also include overlap for Business and General Aviation and Defense and Space operators. May be required on occasion to work extended hours, weekends and/or holidays in support of customers.
Must be able to travel >25% of time.
Responsibilities include but may not be limited to:
• Being single point of contact/customer focal for Honeywell Avionics / Mechanical technical issues within the assigned region.
• Analyze technical issues and determine corrective action plan.
• Support new delivered aircraft, Entry into Service (EIS)
• Participate with Business Units to provide input with regard to the planned effort to develop and deploy the support requirements for the Product, System and Services.
• Develop a teaming relationship with members of the Field Service Engineering (FSE), In Service Engineering, and other appropriate members of the Global Technical Operations team.
• Provide direct support to customers on the systems and/or subsystems for aircraft in the field.
• Participate in the concurrent development process with the systems team to ensure Customer & Product Support (C&PS) requirements are included in the development.
• Provide technical assistance and training for customers as required.
• Establish relationship with customers to ensure positive Honeywell image.
• Develop strong working relationships with customers and the account team within the assigned region
• Develop and maintain a customer / operator list of aircraft in area of responsibility.
• Become prime Honeywell contact with customer with regards to reliability and maintainability for in-service aircraft.
• Coordinate and drive C&PS activities involving customers with the Honeywell Customer Business Team.
• Foster customer satisfaction by maintaining regular contact and timely response to inquiries.
• Employ Six Sigma tools to complete projects that will benefit both Honeywell and customers.
• Perform complex technical assignments and make independent decisions in areas of responsibility based on in-depth system and equipment knowledge.
• Coordinate activities with the SBUs and appropriate Customer Business Managers and Customer Support Managers.
• Work remotely and with limited supervision.
• Other activities may be assigned from time to time.
Basic Qualifications
• 10 years of Aviation related experience or;
• Associate's degree in a relevant technical discipline
• Customer facing experience required
• Working knowledge of Avionics or Mechanical equipment and systems, and system software installed on commercial air transport aircraft.
• Ability to travel on short notice to support aircraft on ground.
• Ability to work non-standard hours (weekends and holidays) as needed.
Preferred Qualifications
• Working knowledge of Honeywell Aerospace systems and interfaces is required.
• Four (4) year relevant college degree or a minimum of 10 years of aviation trade related work experience preferred.
• Thorough knowledge of mechanical or electrical/avionics equipment and systems, and system software installed on air transport and regional airplanes.
• Must have proven track record in demonstrating customer satisfaction skills with high visibility customers; ability to establish credibility and maintain strong customer relationships.
• Aircraft Engineers license is desirable.
• Demonstrated communication and teamwork skills.
• Experience interfacing and resolving customer concerns and problem solving.
• Ability to learn and use customer management and knowledge management tools.
• Demonstrated business acumen.
• Strong Interpersonal skills with ability to work independently, as well as part of a team.
• Strong verbal and written communication skill, with ability to positively influence others.
• Utilizes time management skills to manage conflicting priorities. Exhibits sound independent judgment in assessing priorities, needs and problem resolution.
• Minimizes defects and enhances process improvements using Six Sigma Plus tools.
Additional Information
- JOB ID: HRD224027
- Category: Customer Experience
- Location: 20F, 1-16-1, Kaigan, Minato-ku,Tokyo,TOKYO,105-0022,Japan
- Nonexempt
