Customer Support Engineer - In-Flight Connectivity

Jenrick Commercial
£65000 - £75000/annum Plus Bonus & Benefits Package
15 Jun 2017
15 Jul 2017
Contract Type
Full Time
This hugely successful global communications giant is seeking a Customer Support Engineer in London to support their airline customers while monitoring maintenance, repair, troubleshooting and return to service of the Inflight Connectivity onboard the customers aircraft.

You will ensure that all work performed is in accordance within agreed contractual terms and that aircraft are returned to service with fully functioning In-Flight Connectivity at the earliest opportunity. As a skilled Engineer with excellent customer facing experience, you will need to be technically competent with commercial aircraft IFE/IFC systems including electrical and avionics equipment troubleshooting and testing. 

The Customer Support Engineer will spend much of their time working with the customer, guiding & advising on issues/problems that are complex in nature and require considerable judgment, initiative and technical / specialized knowledge to resolve or develop recommended solutions.

Working collectively with the airline partners to ensure good communication and closure of day-to-day maintenance concerns, you will present information to customers and internal stakeholders frequently and in a professional manner.

Key Responsibilities:

- Achieve and maintain customer satisfaction goals as defined by the Head of Global Field Support.
- Develop and maintain excellent working relationships with all internal and external stakeholders.
- Complete assigned tasks as required to meet schedules.
- Work collectively with the customer airline`s maintenance, engineering and planning teams to ensure all issues are identified and resolved in a timely manner.
- Support all technical aspects of the company`s systems installed on the customer fleet, including but not limited to preventative maintenance, fault isolation, troubleshooting, software loading, hardware replacement and fault rectification.
- Ensure that all the required maintenance and preventative maintenance is performed in accordance with agreed contractual terms and procedures.
- Provide a comprehensive level of reporting of all technical issues and resolution actions internally and externally and escalate issues as appropriate
- Review all relevant documentation including but not limited to AMM amendments, TSM`s FIM`s and SB`s to ensure the information is accurate and appropriate.
- Provide on-site guidance of the IFC to maintenance staff and airline personnel.
- Ensure all tooling and equipment required to maintain the IFC is available and up to date.
- Assist Line Maintenance management in the development of improved maintenance and preventative maintenance of the IFC.
- Provide technical and operational training to airline personnel as required
- Monitor and record the LRU repair workshop findings to help identify trends relating to both returns with no fault found and units failing with a similar cause.  Use this information to justify and propose additional training or service information bulletins to better inform engineers. The OEM could also use this information for further follow-up and design improvements.

Essential Knowledge and Skills:

- Minimum of 3 years` experience of In-Flight Entertainment or In-Flight Connectivity equipment.
- A good understanding of airline operations and legislation
- In-depth knowledge of the relevant technologies and troubleshooting
- Ability to interpret all technical manuals and schematics including engineering orders supporting the installation and repair of the IFC system.
- Strong customer service skills and familiar with cultural etiquette – international experience required.
- Computer skills including Microsoft Office preferred
- Excellent written and verbal communication skills
- Ability to travel domestically and Internationally sometimes at short notice for extended periods


- Fluent spoken and written English Language
- Associated degree in related discipline preferred but not essential