ESSENTIAL DUTIES AND RESPONSIBILITIES 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions of the position include, but are not limited to;

Applies industry best practices to develop standards, methods, and procedures to quantify product quality and release readiness. Uses Reliability Trend Analysis (MTBF/AFR) tools and data to identify reliability and maintainability trends and makes recommendations for service improvement. Issues Escalation, Prioritization, and Tracking. Investigates and troubleshoots reported problems or issues with products or systems and develops solutions to address them in a timely manner. Reviews and updates Service and Repair Processes. Provides technical support for Repair Center. Provides manufacturing support for production builds and quality issues. Creates and maintains technical documentation such as Support Planning Guides, Product Support Bulletins, EOL and Engineering Changes. Develops training materials such as manuals, course materials, videos, and other tools.  Delivers training classes as required.  Provides training and guidance to other team members or stakeholders on product features, troubleshooting techniques, and best practices. Works with Product Management, Engineering and Software Development to integrate quality guidelines within product requirement specifications. Collaborates with engineering to review testing procedures, testing tools and results. Performs Root Cause analysis of service problems utilizing an Incident Tracker to log all incidents. Maintains accurate records of engineering activities, including issue tracking, resolution status, performance metrics, and Engineering Changes and provides regular reports to management.  Provides on-site customer support for pilots, troubleshooting, and training. Maintains accurate documentation of product configurations, including hardware, software, and firmware versions, to ensure consistency and facilitate troubleshooting. Customer Support: Provides technical support to end user customers to address inquiries, troubleshoot problems, and provides guidance on the use of products or systems. Continuous Improvement: Identifies opportunities for optimization and efficiency improvements in service, product design, manufacturing processes, or support procedures. Customarily and regularly exercises independent discretion and judgment. Regular work site attendance.

Other Duties and Responsibilities: 

Adheres to company policies, ISO requirements, safety, and quality. Supports continual improvement efforts. Additional responsibilities as assigned.  This job description is not intended to be all-inclusive. Other, reasonable, and related duties may be assigned to meet the ongoing needs of the organization.

QUALIFICATIONS 

Excellent team player, problem solver with a high level of self-motivation and initiative. Performs quality work within deadlines with or without direct supervision. Interacts professionally with other employees, customers, and suppliers. Works effectively as a team contributor on all assignments. Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments at all levels within the organization. Ability to multi-task and work under pressure. Strong organizational, analytical, and problem-solving skills, along with excellent verbal and written communication skills. Ability to analyze detail and perform structured decision-making daily. High degree of initiative and ownership, attention to detail, and the discipline to follow through on assigned tasks. Ability to develop solutions to a variety of problems of moderate to large scope and complexity using company or departmental policies as guidelines. Must be capable of managing multiple priorities effectively and be able to identify and recommend the best course of action from several alternatives.  Strong written and verbal communications skills. High degree of initiative and ownership, attention to detail, and the discipline to follow through on assigned tasks. Quality oriented. Mechanically inclined (the equipment is mechanically complex). Trouble shooting skills (isolate and resolve equipment problems as required).

EDUCATION and/or EXPERIENCE 

Bachelor's degree (B.S.) from a four-year college or university; or 5+ years of directly related experience and/or training; or equivalent combination of education and experience.