Brief Description:

• The Product Support Engineer is responsible for providing efficient problem resolution, clarifications, advices, to relevant service requests on product operations and/or maintenance. This role is also responsible for designing, developing, and optimizing service products from concept to production, ensuring they meet quality, performance, and cost requirements. S/he will collaborate with cross-functional teams to deliver innovative and market-ready solutions.

Responsibilities:

• Owns and manages assigned service requests and provides product support to ensure efficient problem resolution.Acts as a liaison between the customer and sustaining engineering teams, and interface with other engineering teams on design, reliability and maintainability for all products.Lead the service requests reviews with sustaining and relevant engineering teams.Consults with Quality, Engineering, Manufacturing and management with regard to problem escalation/resolution.Provide design, application, technical, and troubleshooting assistance to product sales and field engineers, certified support providers, distributors, maintenance shops and customers.Records all support activities in company service requests management system, and creates solutions for the Product Knowledge database.Develop service products, conduct feasibility studies, prototyping, and validation. Optimize service product performance, manufacturability, and cost-efficiency.Work with manufacturing teams to ensure seamless production scale-up. Support in material selection, vendor evaluation and creating technical documentation.Identify and implement design and manufacturing process improvements. Manage timelines, budgets, and deliverables for service product development projects. Ensure stakeholders and leadership alignment.Continuously learn customer and market requirements and lead improvements on product performance Other duties as assigned.

Qualifications Required:

• Bachelor of Science in Engineering from an accredited university or college
• Product and solutions knowledge in a wide range of avionics products in terms of systems, hardware and software.
• Strong troubleshooting, customer service and analytical skills.
• Positive attitude when dealing with customers and co-workers.
• Fluent in Chinese and English
• Occupational Health and Safety Acumen

Qualifications Desired:

• 5 years of experience as a Development Engineer, Field Service Engineer, Systems Integration Engineer, or Systems Verification Engineer.
• Avionics development and design experience.
• Ability to operate, install/uninstall, configure, wire and test avionics product, related hardware and software.
• Ability to quickly reproduce a customer problem, isolate cause and drive resolution.
• Strong communication and presentation skills as measured by previous technical presentations to customers and/or key stakeholders
• Experience implementing new processes and collaborating with cross-functional teams.
• A high-level of self-motivation, commitment and activity to attain corporate and personal goals.
• Ability and willingness to travel as required