Field Service Representative, Customer Support

2 weeks ago

SaintLaurent, Canada CMC Électronique Full time

CMC Electronics is a company recognized worldwide for its innovative spirit and excellence in the design and manufacture of its integrated cockpit and avionics solutions and state-of-the-art displays for the commercial and military aviation markets.

This is a unique opportunity to be part of the CMC family in an experienced and motivated team mastering the latest design technologies. In addition, you will be called upon to put your knowledge and know-how to good use.

**Summary**:
Reporting to the Manager Technical Support, the Field Service Representative is responsible to provide technical assistance to in-service customers on CMC’s products, such as Flight Management System (FMS), Enhanced Vision System (EVS), Electronic Flight Bag (EFB), Global Positioning System (GPS), Satellite Communication Antenna, and Connectivity solutions. Support non-CMC products as part of CMC’s cockpit upgrade programs. Support installations, integration and ground/flight testing on various types of aircrafts. Develop and maintain relationships with customers. Identify and escalate positive and negative customer experiences with CMC. Contribute to process improvement initiatives to achieve the strategic objectives.

**As a Field Service Representative, you will**:

- Assist customers by providing technical support and technical engineering (hardware, software and system);
- Participate in the development of the documentation required for the operation and maintenance of avionics CMC;
- Support with Installation and integration, Repair & Overhall as well as bids and proposals;
- Develop and deliver maintenance and operation training to customers;
- Information Letter, Installation Flight Line Manual, Component Maintenance Manual;
- Address requests from customer to obtain technical publications, in accordance with contractual requirements;
- Prepare and release FMS configuration for customers;
- Software load on fielded units and issue Certificate of Conformity;
- Monitor, report and take corrective actions to ensure the highest level of customer satisfaction in relation to CMC’s services and products.

***To excel in this role, you must hold**:

- Bachelor degree in Aerospace, Electrical, Software or Computer Engineering and/or commensurate experience;
- Minimum of three (3) years of experience in the aviation support environment;
- Experience in “hands on” aviation production and/or maintenance military and civil aviation;
- Able to troubleshoot complex technical problems at aircraft, system and component levels;
- Working knowledge of aircraft electrical and avionics systems, components and parts and applicable aircraft maintenance procedures;
- Self-organized and structured, autonomous;
- Demonstrates initiative and leadership;
- Service oriented and customer focus;
- Effective communication skills and excellent interpersonal skills to work directly with customers and across internal functional and organizational lines;
- Bilingual - French and English (oral and written);
- Able to travel worldwide;
- Able to obtain security clearance to work on projects that include ITAR controlled goods;
- Understanding international trade regulations;
- Able to work directly with customers and understand their technical needs;
- Broad knowledge of aviation regulations.

**What does a career at CMC Electronics offer you?**
- The opportunity to work in the aerospace industry with avionics enthusiasts
- A world-class, human-scale company
- The chance to work in a stimulating, multidisciplinary environment
- Opportunities to advance your career
- A management team that is committed to your success
- A competitive total compensation package (including group insurance paid 100% by the employer, and a pension fund with employer participation)
- An educational assistance program
- Complimentary parking with electric charging stations available.

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