Services & Support Operations DivisionThe Services and Support Operations (SSO) is a global leader of integrated MRO services and support. We are renowned for our exceptional customer service and expertise at every stage of the aircraft lifecycle, providing innovative OEM-quality service solutions across a comprehensive portfolio. We are proud to serve airlines/ business jet operators, the military, airframe/ engine manufacturers, as well as independent service centers. With our extensive network of service teams worldwide, MRO facilities, proprietary predictive modeling, and advanced systems, we offer 24/7 operational and technical support wherever it's needed.
Customer Service Engineer II (SSO Division - Location: Simi Valley, CA)Position SummaryThe Customer Support Engineer II provides experienced-level technical engineering support for in-service Parker products, customers, and internal stakeholders. This role serves as a technical liaison for OEM/Prime customers, airlines, operators, Maintenance Repair and Overhaul (MRO) organizations, Technical Publications, Sales and Service Organizations, and internal engineering, quality, operations, program, commercial, and warranty teams.
The position supports product reliability, system performance monitoring, customer satisfaction, aftermarket readiness, failure analysis, warranty adjudication, technical documentation, Entry into Service (EIS) activities, and continuous improvement initiatives. The Customer Support Engineer II works with limited to minimal supervision, applies disciplined analytical problem-solving methods to assignments of moderate-to-difficult scope, interprets engineering drawings and specifications, and communicates technical information clearly to technical and non-technical stakeholders.
Scope/Supervision and Interaction- Works under limited to minimal supervision on routine and moderately complex assignments.
- Applies engineering judgment, established procedures, technical standards, and customer support practices to resolve product and service issues.
- Escalates highly complex, safety-critical, regulatory, or business-sensitive issues to senior engineering, quality, or management personnel.
- Interacts regularly with OEM/Prime customers, airlines, operators, MRO organizations, suppliers, field support personnel, and internal Parker functions.
- Collaborates with Engineering, Product Design, Reliability, Manufacturing, Quality, MRO, Program Management, Customer Support, Technical Publications, Contracts, Warranty, Commercial, and Sales and Service Organizations.
- May provide technical guidance to less experienced employees, technicians, or support personnel.
- Does not have direct supervisory responsibility.
Essential Functions:- Provides technical engineering support for in-service Parker products used by OEM/Prime customers, airlines, operators, and internal or external MRO organizations.
- Responds to customer technical inquiries related to product operation, performance, installation, maintenance, troubleshooting, reliability, serviceability, and repair.
- Serves as a technical subject matter resource for internal teams and external customers regarding assigned products or one solution line.
- Supports customer meetings, technical reviews, product investigations, field issue resolution, and customer communication activities.
- Monitors system and product performance, field data, removals, warranty returns, repair activity, customer scorecards, and repair performance metrics to identify adverse trends and improvement opportunities.
- Analyzes reliability and performance data; prepares technical summaries, reliability reports, customer metrics, presentations, and recommendations for internal and external stakeholders.
- Conducts or supports root cause analysis (RCA), unit investigations, teardown reviews, failure analysis, and corrective action activities for returned or in-service products.
- Evaluates field issues using structured problem-solving methods, test data, maintenance records, inspection results, service bulletins, customer-provided information, and product history.
- Coordinates with Engineering, Quality, Manufacturing, Suppliers, MRO, and field support teams to identify causes, containment actions, corrective actions, preventive actions, and long-term improvement plans.
- Supports continuous improvement initiatives related to product reliability, maintainability, repair performance, warranty reduction, cost of ownership, technical support processes, and customer satisfaction.
- Interprets and applies engineering drawings, specifications, test procedures, product standards, configuration requirements, and technical documentation.
- Coordinates with Technical Publications and applicable engineering teams to review and improve service information, troubleshooting guidance, maintenance instructions, customer-facing technical publications, and Instructions for Continued Airworthiness, where applicable.
- Supports aftermarket readiness planning for new products, product changes, upgrades, and Entry into Service activities, including spares considerations, repair readiness, troubleshooting procedures, customer support materials, training needs, and MRO capability requirements.
- Provides technical input for product support plans, service strategies, customer readiness reviews, field support plans, and internal or customer training.
- Supports warranty adjudication by reviewing technical evidence, product history, failure analysis results, contractual requirements, and customer claims.
- Provides technical input for contract review activities related to customer support requirements, reliability commitments, service obligations, warranty terms, and product support expectations.
- Uses Microsoft Office, data analysis tools, business software, CAD/CAM, product lifecycle management systems, configuration tools, ERP systems, or other engineering applications as required to analyze, document, and communicate technical information.
- Maintains awareness of applicable aerospace, aftermarket, maintenance, repair, and continued airworthiness requirements, including Part 21, Part 145, and related regulatory expectations where applicable.
Qualifications:- Bachelor's degree or equivalent in Mechanical Engineering, Aerospace Engineering, Electrical Engineering, Manufacturing Engineering, Systems Engineering, or a related engineering field.
- 2-5 years of relevant engineering experience, preferably in aerospace, manufacturing, product support, customer support engineering, reliability, MRO, aftermarket support, or field service engineering.
- Working to proficient knowledge of engineering concepts, practices, and procedures for one solution line or assigned product area.
- Demonstrated ability to apply disciplined analytical problem-solving methods to issues of moderate-to-difficult scope.
- Knowledge of continuous improvement methods and ability to support corrective action, preventive action, process improvement, and product performance improvement activities.
- Ability to read and interpret engineering drawings, specifications, schematics, test procedures, inspection records, maintenance data, and technical publications.
- Familiarity with GD&T, configuration management, product lifecycle management systems, and engineering change processes, where applicable.
- Experience or working knowledge of CAD/CAM, product data systems, data analysis tools, reporting tools, ERP systems, or other relevant engineering and business software.
- Ability to analyze technical and business data, identify product or process trends, and develop fact-based conclusions and recommendations.
- Knowledge of root cause analysis tools such as 5-Why, fishbone diagrams, fault tree analysis, 8D, or similar structured methods.
- Ability to prepare clear technical reports, customer communications, reliability summaries, presentations, and investigation documentation.
- Strong stakeholder communication skills, including the ability to communicate complex technical information clearly to technical and non-technical audiences.
- Demonstrated ability to work effectively with cross-functional teams including Engineering, Quality, Manufacturing, MRO, Program Management, Customer Support, Technical Publications, Contracts, Warranty, Commercial, and Sales and Service Organizations.
- Aerospace, aftermarket, airline, operator, OEM/Prime customer, or MRO knowledge preferred where applicable.
- Awareness of aerospace regulatory frameworks, including Part 21, Part 145, and Instructions for Continued Airworthiness, preferred where applicable.
- Ability to manage multiple assignments, priorities, investigations, deadlines, and stakeholder expectations with minimal supervision.
This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements. Must be a US Citizen.
Conditions of Employment This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements.
Pay, Benefits, Work Schedule Competitive Compensation- Pay Range: $84915 to $141320 annually
- Participation in Annual Incentive Program
Benefit & Retirement Plans Parker offers competitive benefit programs, including:
- Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary optional life, accident insurance, hospital indemnity insurance and critical illness insurance with competitive premium cost.
- 401(k) Plan with company matching contributions at 100% of the first 5% of pay.
- Company provided defined-contribution retirement plan with annual contribution equal to 3% of pay.
- Career development and tuition reimbursement.
- Other benefits including paid parental leave, short and long-term disability programs, adoption assistance, a Care.com membership and financial planning assistance are provided at no cost to you.
- Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.
- Paid Time Off and Company-Paid Holidays.
