Product Support Engineer (onsite)

RTX•Everett, WA

1d•Onsite

About The Position

The Product Support Engineer is a customer facing role responsible for identifying and resolving in-service issues, driving root cause investigations, in support of the Cabin Monuments and Integration (Lavatories, Water Solutions and Cabin Integration) business.

Requirements

Typically requires a degree in Science, Technology, Engineering or Mathematics (STEM) and a minimum of 5 years of prior relevant experience unless prohibited by local laws/regulations or an Advanced Degree in a related field and minimum 3 years experience
Experience working in the Aerospace/Airline industry
Engineering or customer/product support experience

Nice To Haves

Experience analyzing the commercial impact of engineering changes, field issues, and investigation outcomes
Technical knowledge of aircraft interiors and systems related to lavatories, water & waste system and cabin products
Continuous Improvement experience with (CORE, ACE, Lean, or Six Sigma tools)
Experience defining, tracking, and documenting multi-disciplinary project tasks (schedule, resources, budget / cost)
Experienced using Teamcenter and/or Agile
Experience with contracts and specification documents
High level of expertise in Microsoft Office Product, particularly in Word, Excel and PowerPoint

Responsibilities

Collaborates with Airline/OEM Customers and Field Services to resolve new or recurring problems in the field.
Coordinate with program and engineering counterparts to ensure aftermarket requirements are considered in the development of design changes.
Initiate and monitor the approval cycle for Service Bulletins to implement design changes, inspect for field issues, or to address quality escapes in the field.
Implement / support effective and cost-conscious retrofit plans.
Collect, analyze, and establish performance trend of products from operational interruption, component reliability, removal, repair, spare part utilization and warranty data to support reliability and improvement initiatives.
Building and delivering technical presentations to internal and external customers.
Work to effectively understand and resolve warranty disputes and adjudicate warranty claims.
Develop and drive improvement to customer scorecards, key performance metrics, and implement and execute standard work.
Develop and maintain positive customer and supplier relationships through effective communication and by fostering a culture of trust and mutual respect.
Ensure Product Support Agreement compliance.
Provide technical support and training to the global customers and a network of repair stations / MRO (Maintenance, Repair and Overhaul) centers.
Attend customer conferences and provide detailed periodic project status updates to end users and internal stakeholders.
Travel up to 30% domestically and internationally when circumstances permit.
Performs other duties as required.

Benefits

Medical, dental, and vision insurance
Three weeks of vacation for newly hired employees
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
Tuition reimbursement program
Student Loan Repayment Program
Life insurance and disability coverage
Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Ovia Health, fertility, and family planning
Adoption Assistance
Autism Benefit
Employee Assistance Plan, including up to 10 free counseling sessions
Healthy You Incentives, wellness rewards program
Doctor on Demand, virtual doctor visits
Bright Horizons, child and elder care services
Teladoc Medical Experts, second opinion program