Product Support Technician

Job Description

Job Description

Description:

The Product Support Technician provides technical support for company products by assisting customers, installers, and internal teams with troubleshooting, installation, configuration, and product operation. This position serves as a technical resource to ensure customer satisfaction and effective resolution of product-related issues.

• Serve as a primary technical contact for customer product support inquiries.
• Answer customer technical questions regarding company products via phone, email, and other communication methods.
• Troubleshoot technical problems and determine appropriate solutions in accordance with product specifications and customer requirements.
• Provide technical guidance and product support to customers, installers, and internal personnel.
• Act as a liaison between customers/installers and internal departments to facilitate issue resolution.
• Assist customers with product capabilities, installation, configuration, operation, and certification-related questions.
• Provide on-site assistance during installation, configuration, testing, and troubleshooting of company products.
• Document customer issues, corrective actions, and technical solutions as required.
• Assist Engineering, Manufacturing, and Quality teams with product testing, evaluation, and continuous improvement efforts.
• Participate in customer visits, industry events, trade shows, and technical meetings as required.
• Maintain a professional demeanor and provide excellent customer service in all interactions.
• Follow all company safety, security, and proprietary information requirements.
• Perform other duties as assigned.

PROFESSIONAL REQUIREMENTS:

• Associate degree in Aviation Maintenance, Electronics, Engineering Technology, or a related technical field, or an equivalent combination of education and experience.
• Two (2) years of experience supporting avionics, aerospace electronics, aircraft systems, or related technical products preferred.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong customer service and interpersonal skills.
• Working knowledge of Microsoft Office applications.
• Ability to work independently with limited supervision.
• Ability to learn company products, systems, and procedures quickly. 
• Ability to travel as needed, sometimes on short notice.
• Airframe & Powerplant (A&P) certification preferred.
• Experience with aircraft maintenance preferred.
• Ability to survey aircraft and understand aircraft installation environments preferred.
• AutoCAD experience is a plus.

PHYSICAL REQUIREMENTS:

• Must be able to lift and carry components up to 30 pounds.
• Must be able to communicate technical information effectively.
• Must be able to operate computer equipment.
• Must be able to travel via commercial and business aircraft and operate motor vehicles.

ANTICIPATED GROWTH:

• Learn company procedures and processes within three (3) months.
• Develop working knowledge of the company Quality Management System within three (3) months.
• Complete training on company products, systems, and support tools.

All IA positions may include duties beyond those outlined within a description or generally expected within the business; however, employees are expected to raise questions regarding any task that may exceed their professional qualifications or physical capabilities.

All IA associates are expected to take responsibility for the safety of themselves and their colleagues, the security of company facilities, and the protection of proprietary information and technologies.

Innovative Aerosystems (IA) is an Equal Employment Opportunity and VEVRAA Employer. IA is committed to Equal Employment Opportunity and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on race, color, religion, sex, or national origin. Moreover, IA is committed to company-wide affirmative action to employ and advance individuals without regard to race, color, religion, sex, national origin, protected veteran status, or disability.