Technical Services Rep

4 weeks ago

Mississauga, Canada Panasonic Avionics Corporation Full time

**Who we are**:
Ever wonder who brings the entertainment to your flights? Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity

How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. And we are committed to a diverse and inclusive culture that will help our organization thrive We seek diversity in many areas such as background, culture, gender, ways of thinking, skills, and more.

**The position**:
The primary role is to provide on-site technical support of Panasonic IFE/GCS (In Flight Entertainment/Global Communication Services) products installed, or being progressively installed on customer aircraft. The additional responsibilties include technical leadership, direction or recommendations on work actions directly to the customer, third party MRO maintenance staff, the customer’s maintenance control organization, PTS OCC, MCC, or limited to a combination of organizations as appropriate to the service agreement and work processes. Ensure that work performance is at a standard to achieve the Panasonic performance availability guarantee as specified in the agreements. Works closely with CSE’s (Customer Support Engineer), TSE’s (Technical Support Engineer), Account Managers, Program Managers and other Panasonic support staff to ensure a successful IFE/GCS product installation or performance for the customer. Collect, synthesize and report on system performance metrics internally and externally to customers. Develop and maintain an excellent working relationship with the customer. Work closely with multiple departments in maintenance provider organization to ensure their knowledge and effective operation of PAC IFE/GCS systems.

**Aircraft IFE/GCS Maintenance and Support**
- Provide technical leadership and guidance to maintenance staff on all aspects of IFE/GCS installation and maintenance activities.
- Assist in troubleshooting and resolving system issues, involving Panasonic Customer Support Engineers and Technical Support Engineers for resolution of systemic issues.
- Execute tasks generated by the Panasonic Ticketing system assigned to the TSR (Technical Service Rep), resolving interpretation differences.
- Monitors and supports tasks generated by the Panasonic Ticketing system and assigned to the station. Coordinate new system introductions and new customer entry into service technical requirements.
- Perform root cause analysis and troubleshooting, utilizing a full understanding of cross-functional departmental process dependencies and the full range of service provider services that may impact overall system performance.
- Monitor the program schedule commitments in coordination with Service Program Manager and assist in addressing possible impacts or changes.
- Assist in the development of Preventative Maintenance programs.
- Develop and maintain IFE/GCS system performance reporting criteria for Panasonic and customer stakeholders.
- The interface between contracted MRO staff, Panasonic Product Safety Officer, and Panasonic QA in all matters concerning air safety.
- To support software and hardware upgrades for the implementation of SB’s (Service Bulletins, etc.
- Represents Panasonic Maintenance and Maintenance support organization to the customer.
- Communicate and interface with relevant departments of the customer, primarily for production-related processes and various Panasonic departments.
- To assist in reporting IFE/GCS system performance.
- Flag and report improvements in the processes both at the customer-facing side as well as within Panasonic.

**Administrative/Documentation**
- Document testing and repairs using computer and bar-coding equipment.
- Works closely with MRO to monitor and track spare parts inventory.
- Participate in implementing SIL’s (Information Service Letter), TIL’s (Technical Information letters) Maintenance Memo’s and other Panasonic or contracted MRO documentation.

**What we’re looking for**:

- Ability to read, comprehend and follow instructions, procedures, blueprints, diagrams, and manuals and to comprehend and follow verbal instructions.
- Proficient in MS Word, Excel, and Outlook.
- Knowledge of electronic and troubleshooting is generally acquired through commercial aviation, military experience, or technical school education combined with a minimum of 8 years of related industry experience.
- Understands implications of work and makes recommendations for solutions.
- As a skilled specialist completes tasks in resourceful and effective ways.
- Uses independent judgment to ensure projects/assignments are completed accurately and on time.
- Must be fluent in English or appropriat

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