Client Support Engineer

Summary 

Provides technical support to clients after delivery, ensuring their needs are met promptly and professionally. Troubleshoots complex issues related to the aircraft interior, including entertainment systems, seating configurations, lighting, and custom installations. This position requires a solid technical background, attention to detail, and good communication skills. 

Essential Duties and Responsibilities 

• Provide technical support to VVIP clients regarding aircraft interior systems, including entertainment systems, lighting, seating, and custom installations. 
• Communicate with clients and their representatives to understand their needs and explain technical solutions. 
• Diagnose, troubleshoot, and resolve complex technical issues, coordinating with internal engineering teams as needed. 
• Create and maintain comprehensive documentation of support cases, including technical resolutions and best practices. 
• Ensure that all support-related activities align with the company's high standards of quality and customer service. 
• Provide training and guidance to clients on the operation and maintenance of their VVIP aircraft interiors. 
• Work closely with internal teams, such as engineering, design, and manufacturing, to ensure client satisfaction and product quality. 
• Other duties as assigned. 

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies: 

• Adaptability - Adapts to changes in the work environment, manages competing demands, and accepts constructive criticism/feedback and changes approach or method to best fit the situation. 
• Communications - Expresses ideas and thoughts effectively in verbal and written form, exhibits good listening and comprehension, keeps others informed and uses appropriate communication methods. 
• Dependability - Responds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable attendance. 
• Initiative - Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, and takes calculated risks to accomplish goals. 
• Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, and puts success of team above own interests. 
• Work Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality. 
• Maintaining Customer Focus – Promotes client focus, establishes client support standards, monitors client satisfaction, and develops new approaches to meeting clients’ needs. 
• Planning & Organization – Prioritizes and plans work activities, uses time efficiently, plans for additional resources, integrates changes smoothly, sets goals and objectives, and works in an organized manner. 
• Problem Solving – Identifies problems in a timely manner, gathers and analyzes information skillfully, develop alternative solutions, resolve problems in early stages, and work well in groups. 

Summary of Education, Experience & Certification 

Bachelor’s degree in an engineering discipline and a minimum of five years of experience in VVIP aircraft interior modifications or equivalent combination of education and experience. 

Employees working on programs subject to International Traffic in Arms Regulations must qualify as a US Person which is defined as a US Citizen, a Permanent Resident who does not work for a foreign company/foreign government/foreign governmental agency or organization, or a political asylee for legal compliance purposes. 

Required Knowledge, Skills & Abilities 

• Understanding of VVIP aircraft interiors, systems, avionics, and electrical equipment. 
• Good verbal and written communication skills, with the ability to interact professionally with high-profile clients and their representatives. 
• Ability to diagnose and resolve complex technical issues effectively and efficiently. 
• Demonstrated commitment to providing exceptional customer service and maintaining a customer-centric approach. 
• Ability to work collaboratively with cross-functional teams and manage multiple priorities in a fast-paced environment. 
• Comfortable adapting to the unique and evolving needs of VVIP clients. 
• Effective in communicating with diverse cultural groups as well as different levels from owners to factory floor personnel. 
• Ability to read and interpret documents such as RFQs, statements of work, engineering drawings, aircraft technical publications (AMM, IPC, WDM, SDS, ICA, etc.), and component specifications. 
• Ability to solve practical problems and deal with uncertainty in situations where only limited standardization exists. 
• Ability to work outside of core business hours as required. 
• Ability to travel for extended periods of time up to 6 weeks.