Field Service Engineer

Company Overview:

Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

Satcom Direct offers a highly competitive benefits package. Our global headquarters offers an on-site gym staffed with personal trainers, a café, food trucks, social hour, and more. With an open vacation policy, employees have the flexibility to take time when they need it. SD is centrally located on the beautiful Space Coast in Viera, FL, which is one of the Top 50 Master-Planned Communities in the United States.

JOB SUMMARY:

Consistently exemplifies the Satcom Direct (SD) mission, vision and values focused around a philosophy directed toward customer service/satisfaction, job performance and cooperative team interactions. Willingness to support organizational policies that foster “continuous improvement” activities, promote Satcom Direct’s ongoing strategic growth plan and maintain its position as the premiere leader within the Aviation Satellite Communications industry. This position requires working with the Technical Support team to quickly and efficiently resolve customer complaints, troubleshoot IP and telephony networks, and maintain a proactive approach towards problem solving.

ESSENTIAL DUTIES/RESPONSIBILITIES:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently execute the functions of this position. All employees are expected to adhere to and be knowledgeable of Satcom Direct (SD) operations standards, established safety/security rules and requirements for company work guidelines.

• Provide telephone and/or onsite technical support to customers and dealers through system setups and troubleshooting.
• Support customers in all aspects of training including but not limited to: use hardware, and compatibility of services. This extends to initial Entry into Service training requirements as well.
• Conduct meetings with customers to educate and promote products and services.
• Travel to customer sites and corporate offices, for training and support.
• Support extended teams during regression testing and verification of bugs & respective fixes.
• Provide contributions toward refining operational process based on personal experience.
• Capable of conducting onsite visits independently involving use of log capture tools.
• Travel to locations all over the Great Lakes region as required to support customers as and when needed.
• Collaborate with the sales team with meetings and demo requirements.
• Support the installation, configuration, testing and delivery of new aircraft communications systems.
• Provide training to aircraft service center/delivery center technicians.
• Other duties may be assigned.

GENERAL QUALIFICATIONS, KNOWLEDGE, AND SKILLS:

To perform this job successfully an individual must be able to meet the minimum qualifications established for education, knowledge and skills to be effective. The requirements listed below are representative of the traits required for the position:

• Holding a Degree in Aviation (Avionics) or a Bachelor’s Degree in Electrical/Electronics.
• 5+ years of aviation experience.
• 3+ years of experience with customer support.
• Good understanding and experience with IP based systems ranging from routers/switches to special application systems.
• Understanding of VHF systems and data over VHF mediums.
• Understanding of L-Band connectivity services (Inmarsat/Iridium).
• Understanding of Ku/Ka network fundamentals and service is desired (VSAT/iDirect).
• Understanding of Cellular communication is desired.
• Fault isolation by evaluating terminal debug/log files; referencing Installation Manuals and Wiring Diagrams.
• Capable of conducting training classes on-wing or in a classroom environment.
• Capable of presenting products and services portfolio at trade-shows and workshops.
• Proficient with general office software including but not limited to; Microsoft Office Suite; Word, Excel, and PowerPoint.
• Outlook and CRM with the ability to adapt to a variety of other software databases.
• Outstanding customer service, organizational time management skills, and ability to multi-task.
• Excellent oral and written communication skills including the ability to interact successfully with internal and external contacts.
• Excellent interpersonal skills and demonstrated ability to work in a team as well as independently.
• Effective and confident decision making and problem solving skills, especially under time constraints.
• Ability to maintain confidentiality.
• Ability to travel often and on short notice.
• Flexibility to handle after-hours and weekend support needs.

LICENSURE/CERTIFICATIONS:

• Must have or obtain within 180 days of hire Cisco CCNA or NET+ at a minimum
• Must have or obtain within 90 days of hire AeroIT Certification

PHYSICAL DEMANDS:

While performing general office duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening and reading, able to lift light objects (<25lbs), and use standard office equipment such as computer, printer, phone and cell phone. In addition, there is an occasional need to bend, twist or stoop in order to open/close cabinets, reach for files or other standard office type objects. This role requires on-call duties of one (1) week at a time.

WORK ENVIRONMENT:

The office environment is generally quiet and, in a temperature, controlled setting with random adjustments in noise or temperature due to others talking or laughing loudly, unscheduled maintenance repairs to the building or its interior offices or unpredictable situations due to weather or other acts beyond company control. An employee must be willing to work their regularly assigned work schedule for their particular duties and/or job responsibilities and in times of need, be able to work an extended schedule depending on company/department needs, project requirements or customer demands. Some overnight travel is required to facilitate work objectives. While at client site locations, if applicable, employee will be required to adhere to the proper safety precautions established by the client while in proximity to their work area, flight-line or maintenance repair center; work may require some physical effort in the handling of light materials, boxes or equipment. The temperature at client locations can vary from controlled to variations off hot/cold when working, standing or walking in or near the flight-line or maintenance repair center.

If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at (321) 777-3000

Satcom Direct is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.