Customer Support Engineer

Job Description

Job Description

Hiring for a Customer Support Engineer in East Hartford!

Job Description

This role provides technical support for gas turbine engines, with a focus on PW4000/2000 powered aircraft and hot section turbine hardware and controls/systems. The successful candidate coordinates closely with engineering, program teams, customers, and engine overhaul facilities to resolve technical issues, develop and interpret technical data, and support the fleet throughout the product lifecycle. This is a highly customer-facing position with ownership of technical communication through meetings, conferences, and formal technical documentation.

Responsibilities

• Work directly with airline customers and global Maintenance, Repair and Overhaul (MRO) engine shops operating PW4000/2000 powered aircraft, with a focus on hot section turbine hardware and controls/systems.
• Provide guidance and recommendations for on-wing and off-wing operational troubleshooting, problem resolution, and service bulletin retrofit activities.
• Interpret and clarify engine manuals and related technical documentation for customers and internal stakeholders.
• Engage CIPT engineering teams with field service plans to implement hardware changes introduced by the PCIR EC process, ensuring customer satisfaction and proper configuration control.
• Participate in airline customer meetings, conferences, customer council calls, and other customer forums as a primary technical representative.
• Prepare and release All Operator Communication wires and Service Information Reports to communicate technical updates and guidance to the operator community.
• Initiate and support the development of technical data for Engineering Authorizations (EA), Special Instructions, and related documents covering on-wing and engine shop maintenance.
• Develop and refine maintenance data for Aircraft Maintenance Manuals (AMM), Engine Manuals (EM), Clean, Inspect and Repair (CIR) procedures, and Maintenance Planning Guides (MPG) in support of airline customers.
• Interface with Aftermarket and Sustainment Engineering (ASE) Repair, Fleet Management Programs (FMP), Customer Service/Client Managers, MRO/Engine Overhaul organizations, Standard Practices, CIPTs and Chief Engineers’ office, Structures, and Performance Analysis groups to ensure clear, accurate, and timely development of engine inspection and maintenance data.
• Provide technical support and act as an interface with Product Safety, Certification & Validation (PSCV) and related teams regarding engine modification, inspection, and maintenance.
• Ensure all required technical data and procedures are available, current, and properly authorized, providing supporting documentation and technical guidance as needed.
• Triage urgent and Aircraft-On-Ground (AOG) requests, evaluate provided data, and issue timely troubleshooting guidance and continue-in-service recommendations.
• Assist customer engineers, maintenance control technicians, and Field Service Representatives (FSRs) in resolving on-site technical challenges and complex maintenance issues.
• Provide urgent technical support to the MRO network to address issues that may cause work stoppages or delays.
• Support customer issues on occasion during nights, weekends, and holidays as required by operational needs.
• Serve as a key liaison between customers, engineering, manufacturing, quality, and program teams, providing technical support and issue resolution throughout the product lifecycle.
• Contribute to continuous improvement of technical documentation, processes, and support practices to enhance reliability, maintainability, and customer satisfaction.

Essential Skills

• Bachelor of Science in Mechanical Engineering (BSME) or equivalent engineering degree.
• 5+ years of experience working with gas turbine engines.
• Hands-on experience in Maintenance, Repair and Overhaul (MRO) environments supporting gas turbine engines.
• Strong understanding of hot section engine hardware, including hubs, airfoils, seals, and cases.
• Experience with engine repair, engine design, and aerospace engine systems.
• Proficiency with engineering change processes, including Engineering Change Orders (ECO) and related documentation workflows.
• Demonstrated ability to develop, interpret, and manage engineering and technical documentation for engines and associated systems.
• Experience with gas turbine engine maintenance data such as AMM, EM, CIR, and MPG content.
• Strong verbal and written communication skills, with the ability to provide clear instructions and technical explanations to customers and internal teams.
• Ability to manage and prioritize urgent technical issues, including Aircraft-On-Ground (AOG) events, under time pressure.
• Customer-facing experience, including participation in technical meetings, conferences, and cross-functional problem-solving sessions.
• Ability to collaborate effectively with cross-functional teams including design engineering, product support, quality, manufacturing, and field service.

Additional Skills & Qualifications

• Experience supporting PW4000/2000 powered aircraft or similar large commercial gas turbine engines.
• Familiarity with hot section turbine hardware troubleshooting, inspection, and repair practices.
• Exposure to controls and systems associated with gas turbine engines.
• Experience working with Aftermarket and Sustainment Engineering, Fleet Management Programs, and MRO/engine overhaul organizations.
• Background interfacing with product safety, certification, and validation functions.
• Comfort working in a highly visible, customer-facing role with frequent interaction with airline, military, and industrial customers.
• Strong problem-solving skills with a focus on root cause analysis and long-term corrective actions.
• Ability to work occasional off-shift hours, including nights, weekends, and holidays, to support urgent customer needs.
• Motivation to transition from a contract role into a longer-term or full-time opportunity as business needs allow.
• Interest in working within one of the largest aerospace engineering organizations, with exposure to senior leadership and a broad network of subject matter experts.

Work Environment

The role operates in a team-oriented environment focused on technical problem-solving and customer satisfaction, working alongside a group of approximately 21 engineers. The culture emphasizes collaboration, continuous improvement, accountability, and operational excellence, encouraging employees to take ownership of customer issues and work cross-functionally to drive timely resolution. You will work as part of a small-to-medium-sized technical support and customer operations team, regularly collaborating with Customer Managers, Design Engineering, Product Support Engineering, Quality, Manufacturing Engineering, Program Management, and Field Service teams. The position involves significant interaction with internal stakeholders as well as external airline, military, and industrial customers. The work setting is primarily office-based within a corporate engineering environment, with frequent participation in technical reviews, customer meetings, and cross-functional problem-solving sessions. You may occasionally visit manufacturing, assembly, test, repair, or maintenance facilities to support investigations and technical reviews. Collaboration often occurs in a hybrid fashion using Microsoft Teams, engineering systems, and customer-facing communication platforms. The dress code is business casual in office settings, with safety equipment and site-specific personal protective equipment (PPE) required when entering manufacturing, assembly, or test areas. Typical hours follow a standard first-shift, Monday–Friday schedule, with core business hours aligned to customer and engineering support needs; occasional flexibility is required to support urgent customer issues, international customers, program milestones, or off-shift operations. Travel is limited and generally involves occasional trips for customer meetings, technical reviews, supplier visits, field investigations, or support of operational initiatives. The role offers paid time off and paid holidays during the contract portion and provides a strong opportunity to gain experience within a major aerospace engineering organization, with potential to transition to a full-time position within 12–36 months.

This is a Contract to Hire position based out of East Hartford, CT.

The pay range for this position is $40.00 - $55.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in East Hartford,CT.

This position is anticipated to close on Aug 5, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.