02 set - Novara
Jefferson Wells Italia
Our client company is a solid and established industrial company, an international leader in the design and production of components and solutions for the aeronautical and general aviation sectors. To increase its Product Support Engineering staff, they have entrusted us with the selection of the following:
Product Support & Maintenance Engineer (Rotary Wing Product – Aeronautical Sector)
Key responsibilities
The candidate will collaborate with and lead the Product Support Engineering team within the Aircraft Systems business unit cross-functionally to provide timely technical support services, facilitate rapid and accurate issue resolution, and influence product improvements through scalable processes, tools, and cross-functional collaboration. Specifically, the role will include the following responsibilities:
- Respond to customer issues / requests and provide remote or on-site assistance by troubleshooting and resolving technical problems, in particular on the rotary wing product in the aeronautical sector
- Develop and maintain duly updated knowledge of the company's products to support installations, configurations, and maintenance, including troubleshooting guides, technical bulletins, and other service documentation.
- Communicate with customers to understand their needs, address complaints, and provide updates on their technical issues.
- Work with product development, engineering, and design teams to resolve product issues and suggest improvements, by also, but not limited to, serving as a liaison between customers and the above engineering teams. Establish a structured feedback loop from field issues to product backlog, including severity, frequency, and impact analysis.
- Define and execute, when required, enablement programs for customers and internal teams (training, workshops, webinars). Select, implement, and optimize support platforms (CRM, ticketing, telemetry, remote diagnostics, log analysis, FRACAS) to build dashboards and reporting to measur
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