Customer Support Engineer; SSO Division North Hollywood, CA

Position Summary

Has responsibility to provide technical input and guidance to product development team(s) with long‑term business and organizational impact. Is responsible for technical scope, cost, and schedule management of assigned projects/tasks. Plans, schedules, and coordinates efforts in conjunction with OEM project teams and is accountable to meet team performance to project objectives. Serves as a technical advisor on major projects. Acts as the primary point‑of‑contact on complex technical projects of significant scope and broad product, technology investment, integration challenges, and major customer impact.

Has Direct Reports: X. Does Not Have Direct Reports.

Self‑directed worker with minimum supervision. May have indirect or matrix responsibility to guide and provide technical direction to achieve project milestones. Has significant interaction with customers and senior technical community.

• As a technical liaison of project‑related matters for fielded products, will respond to internal / external customer technical inquiries in a timely manner.
• Leads engineering investigations of fielded products. Exercise root cause investigations, collaborate with cross‑functional teams and external customers to drive to resolution.
• Updates and initiates technical publications such as CMM, ACMM, SB, SNL and FIM.
• Continuously monitors health and reliability of fielded products. Investigate emerging trends of returns and reliability performance.
• Author aircraft systems level training package to be used by airlines.
• Supports engineering evaluations and initiates repair / overhaul maintenance procedures for FAA part 145 repair station.
• Maintains frequent customer interface to present project status; determines feasibility of changing customer requirements and may propose and/or negotiate changes in schedules or methodology in coordination with program management. Facilitates status meetings and presents product improvements to airframers as well as global operators.
• Strengthens customer relationships and works to gain customer confidence in program.
• Seeks and proposes business growth opportunities via suggestions for product improvements and retrofits.
• Be reachable to respond to AOG urgent customer requests outside of business hours in a timely manner.
• Availability to travel for training or technical support of customers worldwide.
• Ensures consistent engineering standards, processes, and documentation methods are used in project deliverable. Establishes and maintains engineering history files, project files, and related information to provide archive of technical project activities.
• Maintains professional and technical knowledge by attending educational workshops, reviewing technical publications, benchmarking best practices, and/or participating in professional associations. Utilizes comprehensive knowledge of system engineering theories, analysis techniques (FEA, etc…), principles, and industry practices and policies, specifically in engine, fuel, lubrication, and thermal management.
• Acts as consultant to management on technical and project‑related matters. Identifies mentoring and development needs; serves as a mentor for other employees.

• Bachelor's degree (BS) (or Professional Engineer (PE) Certificate) in engineering or a science technical discipline.
• Demonstrated ability to perform the essential functions of the job typically acquired through 7‑9 years of related experience.
• Has thorough in‑depth knowledge of engineering domain (e.g., mechanical, electrical, etc.), principles, industry practices, concepts, techniques, government regulations, and policies.
• Ability to apply broad knowledge of other related engineering or scientific fields to area of expertise.
• Strong facilitation and team‑building skills. Ability to communicate with and influence varied audiences to gain support or resolve issues. Makes effective presentations on complex topics to top management, customers, and/or other key stakeholders.
• Good knowledge of the Materials and Practices used within a regulated maintenance environment such as Component Maintenance Manuals, Acceptance…