Customer Support Engineer

COMPANY INTRODUCTION

TLD is the largest global manufacturer of Ground Support Equipment in the aviation and aerospace industries. We deliver technology-focused solutions with a broad range of products, which are designed, engineered, and built, at one of our nine worldwide facilities. TLD is an integral part of ALVEST, a global collection of businesses with strong leadership and product positioning in commercial / general aviation, air cargo and military aviation. The corporate portfolio is one of diverse companies with financial strength and similar culture, who are focused on diversity, sustainability, growth and customer service.

A career at TLD is a unique opportunity for individual growth and achievement working with a talented global team, having the common goal of providing a commitment to excellence. We offer a stable, family focused environment with support to accomplish personal and professional goals. Join the TLD team, and be a part of our continued success as the industry leader in the Ground Support Equipment industry.

POSITION SUMMARY:

The Product Support Engineer serves as the primary technical liaison between customers, sales and service organizations, manufacturing, quality, and engineering teams. This role is responsible for supporting TLD Ground Support Equipment (GSE) products throughout their lifecycle by resolving complex technical issues, leading root cause investigations, supporting product improvements, and ensuring customer satisfaction. The Product Support Engineer combines hands-on troubleshooting with engineering analysis to improve product reliability, support global service organizations, and provide feedback that drives continuous product innovation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Technical Support & Customer Assistance:

• Provide advanced technical support for electrical, mechanical, hydraulic, pneumatic, HVAC, diesel engine, PLC, and structural systems used in TLD Ground Support Equipment.
• Support field technicians, customers, and global service organizations in the diagnosis and resolution of product-related issues.
• Respond to technical inquiries from sales, service, manufacturing, and customer organizations promptly.
• Review customer technical specifications and ensure product compliance with contractual and performance requirements.
• Support commissioning, startup, and field performance evaluations when required.

Product Improvement & Engineering Support:

• Conduct root cause investigations of product failures and field-reported issues using structured problem-solving methodologies.
• Analyze warranty claims, demerits, service reports, and reliability data to identify trends and recommend corrective actions.
• Collaborate with engineering, manufacturing, quality, and suppliers to develop and implement permanent corrective actions.
• Create Engineering Change Requests (ECRs) and provide design recommendations to improve product performance, reliability, maintainability, and safety.
• Act as the voice of the customer by providing field feedback to engineering teams during product development and product improvement initiatives.

Documentation & Training:

• Develop and maintain technical service bulletins, troubleshooting guides, repair procedures, and technical communications.
• Assist in the development and maintenance of product manuals, service documentation, and technical datasheets.
• Develop field test procedures and validation plans to verify corrective actions and product improvements.
• Support technical training programs for service technicians, distributors, customers, and internal personnel.

Compliance & Continuous Improvement:

• Support quality initiatives and corrective action processes in accordance with ISO 9001 requirements.
• Participate in continuous improvement activities focused on product quality, reliability, customer satisfaction, and operational efficiency.
• Maintain technical proficiency through ongoing training, seminars, trade shows, and industry events.
• Perform other duties as assigned by management.

QUALIFICATIONS AND EXPERIENCE:

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skills, and abilities required.

• 3-7 years of experience supporting industrial equipment, heavy machinery, mobile equipment, transportation equipment, aerospace support equipment, or related products.
• Experience troubleshooting complex electrical, hydraulic, mechanical, HVAC, diesel engine, and control systems.
• Experience conducting root cause analysis and implementing corrective actions.
• Experience interacting directly with customers, service organizations, and cross-functional engineering teams.
• Practical hands-on troubleshooting experience is highly preferred.

OTHER SKILLS AND ABILITIES:

• Proficiency with Microsoft Office Suite.
• Experience with ERP/MRP systems.
• Familiarity with CAD drawings and engineering documentation.
• Experience with PLC-based control systems and troubleshooting is preferred.
• Experience with diagnostic tools, data acquisition systems, and technical reporting.
• Familiarity with ISO 9001 quality systems.
• Adobe Acrobat and technical publishing software experience preferred.

EDUCATION:

• Bachelor's Degree in Mechanical Engineering, Industrial Engineering or a related technical discipline.
• Equivalent combination of education and relevant technical experience may be considered.

PREFERRED CHARACTERISTICS:

The ideal candidate is a hands-on engineer who enjoys solving challenging technical problems, working directly with customers, and driving product improvements from concept through implementation. This individual thrives in a fast-paced environment and serves as a critical link between the field and engineering organizations.

The Company is committed to protecting the confidentiality, integrity, and availability of its information assets in alignment with ISO 27001. All employees are required to follow information security policies, safeguard company data and systems, and promptly report any suspected security incidents or violations.