The Avionics Product Support Engineer is responsible for delivering high-quality technical support to both internal and external customers for communication and Flight Recorder and Display products, including Flight data and cockpit recorders (FDR, CVR, CVDR), Ground Support Equipment (GSE), flight data analysis, electronic standby indicators (ESI), thermal switches, flight recorder accident data recovery, Iridium SATCOM.
As a member of the technical support organization, this role serves as the primary interface between customers and the business, addressing technical support needs, system solutions, publications, and product reliability concerns. The engineer will manage a broad range of support activities to ensure customer satisfaction, including troubleshooting, customer guidance, and training on product operation and maintenance. The role requires strong analytical and problem-solving skills, particularly in root cause and corrective action (RC/CA), system performance evaluation, data reporting, MTBF/MTBUR analysis, and failure investigation.
Additionally, the engineer will coordinate and track corrective action plans, collaborating across multiple functions and disciplines to ensure optimal product supportability and continuous improvement. Strong leadership, communication, and organizational skills are essential, as the role requires self-managed scheduling and effective representation of the business to customers. The ideal candidate demonstrates initiative, cross-functional leadership, and the ability to drive resolution of technical issues while contributing to product enhancements and long-term customer success.
You will bring hands-on experience applying Automation and AI to improve customer outcomes, e.g., faster diagnostics, smarter maintenance workflows, or automated reporting. You will use a continuous improvement mindset to simplify processes, eliminate repeat issues, and drive measurable gains in uptime, quality, and response time.
Essential Functions:- Serve as a primary point of contact for customer technical inquiries, ensuring timely and accurate technical support.
- Assist in troubleshooting and diagnosing issues related to supported products.
- Use Salesforce to track and manage customer interactions and support cases.
- Support continuous improvement initiatives for technical support processes and tools.
- Lead product reliability reviews and help identify trends in failure modes.
- Collaborate with engineering teams to assist in root cause analysis and corrective actions.
- Contribute to the development of service bulletins and technical publications.
- Assist in creating and delivering training materials for customers on product installation, maintenance, and repair.
- Provide input for proposals, quotes, and product support agreements as needed.
- International and domestic travel to customer sites and other Acron facilities as needed to provide on-site support and product training.
- Communicate clearly and effectively at all levels within the customer organization, as well as with peers and managers. Deliver impactful presentations that articulate ideas and solutions to the intended audience.
Basic Qualifications:- Bachelor's degree in engineering, aviation, or related field (or equivalent technical experience).
- 8+ years of experience in product support, avionics, or related field preferred.
- Knowledge of digital and solid-state electronics, with specialized knowledge of avionics technologies.
- Demonstrates strong business acumen, including an understanding of how decisions impact customer satisfaction, profitability, market positioning, and competitive dynamics.
Preferred Qualifications:- Exercises sound judgment and decision-making skills; adapts effectively to changing conditions, makes timely decisions, and clearly communicates the rationale behind them while involving appropriate stakeholders.
- Communicates clearly and effectively across all levels of customer organizations, as well as internally with peers and leadership; skilled in delivering impactful presentations tailored to diverse audiences.
- Builds strong working relationships across all organizational levels; fosters a collaborative environment with a focus on achieving business and organizational objectives.
- Highly self-motivated and proactive, with a strong work ethic; demonstrates professionalism, integrity, credibility, and a commitment to our customers.
- Proficient in MS Office.
- Proficient in Salesforce.
