Responsibilities
· Respond to phone calls and emails requiring Honeywell avionics/mechanical technical support
· Resolve complex technical issues concerning installation, maintenance, troubleshooting, repair, overhaul, operation, modification, and certification of Honeywell mechanical and / or avionics equipment.
· Capture and reuse technical knowledge gained during the technical issue resolution process – knowledge management
· Using Lean Six Sigma tools, participate in or lead projects that will drive improved customer experience and improved business processes
· Document customer issues in customer relationship management system
· Build relationships with customers and internal support teams
Basic Qualifications
· Extensive experience troubleshooting mechanical systems on business, commercial, and/or military aircraft
· Airframe and Powerplant / avionics license equivalency
· Direct customer facing support experience
Additional Qualifications
· Knowledge of aircraft maintenance and flight operations
· Bachelors or Masters degree
· Aerospace business acumen
· Strong analytical and problem solving skills
· Proven track record in meeting customer commitments and resolving customer concerns in a timely manner.
· Ability to work under pressure
· Strong written and verbal communication skills
· Microsoft office skills (Excel, Word, PPT, Outlook, Teams)
· Ability to work independently with little supervision
· Strong interpersonal skills and ability to form valuable professional relationships
· Strong time management skills with the ability to manage conflicting priorities
· Exhibits sound independent judgment in assessing priorities, needs and problem resolution.
· Experience in minimizing defects and improving processes using Lean Six Sigma tools
· (SFDC), NICE InContact, TeamCenter
· Knowledge Management Systems