Field Support Engineer

Teledyne Battery Products is seeking an eager and motivated Product Support Engineer to support to our international customer base, providing all functional support necessary including addressing all technical inquiries from the customer and Engineers covering installations, operations, training, and documentation. 

 Key Functions: 
 

• Provides engineering support to customers through the performance of projects such as on-site battery maintenance process review, installation, fault troubleshooting, and training of our product lines. 

• Assist in technical support relationship to drive customer satisfaction by proactively resolving technical issues for customers both onsite, online and via telephone. 

• Provides online and phone tech support following internal procedures. 

• Provides guidance on new product entry into service, certification support, and performance monitoring. 

• Resolve challenging, potentially high impact customer situations with a high level of tact and understanding. 

• Will provide case resolution, battery troubleshooting, and proactive support services. 

• Enter documentation in CRM database, review, and track on a daily interval, providing updates to our customers and leadership. 

• Analyze incoming technical support questions to recommend improvements in terms of clarity or technical notes in our CMM’s and other published customer documentation. 

• Analyze warranty data to identify performance trends and lead root cause analysis investigations working with various internal departments (e.g., Quality, Engineering) 

• Visits key customers to gain field insight on satisfaction with our products. 

• Presents at various industry events to teach customers and partners best practices in terms of battery maintenance and usage. 

• Support our Business Development, Sales, & Marketing teams with technical support as needed. 

• Communicates and collaborates with other departments to solve complex issues involving various elements 

• Seeks solution avenues to problems and assists customers to work through technical difficulties 

• Receive customer feedback and escalate appropriately for future consideration 

• Continuously learning about product updates and new technologies 

• Create Service Bulletins, CMM’s, and support troubleshooting in the Redlands facility 

• Performing troubleshooting on an Aircraft to resolve the issue or procedure as required 

• Provides support by traveling to Customer sites and industry conferences as needed 

• Maintains strict confidentiality, establishes trust and credibility, and acts with complete integrity 

Required: 

• Associate or Bachelor's degree (B. A.) in Engineering, Chemistry, applied Science or Aeronautical disciplines 

• At least one (1) to three (3) years’ of related experience and/or training in Aviation, Batteries; or equivalent combination of education and experience 

• Intermediate knowledge in Microsoft Office application tools (Outlook, Word, Excel, PowerPoint) 

• Able to enter, monitor and report on issues using a CRM Helpdesk tool 

• Clear and concise communication skills (verbal/written documentation) in the English language via telephone, email, cloud applications 

• Good interpersonal skills and a positive attitude that has obtained results on previous efforts where challenges and obstacles exist 

• This position requires up to 50% domestic travel and up to 20% International travel