Customer Support Engineer

Solutions Driven is hiring for this role on behalf of one of our clients. This is a dual role with international reach for an electronic engineer with test and troubleshooting experience. Provide full component engineering expertise and support to Engineering and in-service teams for clients 4 International sites. Provide technical expertise on in-service products to support customers (internal or external) and solve technical issues including customer returns and repairs (RMAs). Component Engineering for all International Sites:

• BOM review and validation at key product development gates
• Counterfeit prevention (report analysis, training)
• Export control (component classification, change management)
• Component support to engineering for new designs and to supply chain and production to resolve procurement and obsolescence issues.
• Responsible for component selection guidelines and approval of new electronic component registration in ERP.

In-Service Support:

• Drive and manage RMA’s
• Perform troubleshooting and analysis on customer returns
• Work with technicians to repair failed products
• Interface with suppliers where necessary to resolve customer issues
• Provide technical expertise on in-service products
• Establish support documentation required from development projects

Support to Production:

• Support production with problems encountered when testing products.
• Drive root cause analysis and corrective actions to support yield improvement.

Root Cause Analysis:

• Inspect and troubleshoot defective used products or subparts that have been kept for further analysis.
• Synchronize root cause analysis activities with methods or engineering (8D and problem-solving)
• Provide quality technical feedback to Engineering based on lessons learned from customer support issues.
• Participate in the Quality Clinic for customer issues and in-service RMA

KPI responsibility: In-service

• Customer claims (Escape, Deviations, non-conformities, etc..)
• Customer audit score
• RMA’s (in and out of warranty)
• Contribute to the bid preparation process to ensure lifecycle profitability

Requirements :

• University degree in science or Engineering (BA/BS) or higher.
• At least 4 years experience in Electronics development or production and testing, and support.
• Experience within the Aviation, Space, and Defense (ASD) industry would be a plus.
• Failure analysis, root cause analysis, and troubleshooting experience
• English spoken and written.
• Amenable to hybrid work arrangement of 3 days onsite and 2 days remote.

Why Join Us? This is a unique opportunity to lead and innovate within complex avionic projects while working alongside a team of multi-disciplinary experts. If you have a passion for high-stakes software development and a drive to impact mission-critical systems, we encourage you to apply. Ready to take the next step in your career? Apply today to join our team of innovators and leaders in avionics and defense.