ABOUT US:

SKYTRAC is a leader in transforming aviation communication through cutting-edge satellite and cellular technologies. Trusted by operators, OEMs, and organizations worldwide, SKYTRAC serves over 800 customers across all aerospace sectors. Our Low Earth Orbit (LEO) satellite solutions are redefining connectivity and reshaping the future of aviation.
Learn more about what we do (https://www.skytrac.ca/resources/press/)

THE OPPORTUNITY

We’re seeking a AME - Technical Support Engineer to join our team! This position is based in our Kelowna, BC office, which is a requirement to ensure collaboration with the broader team.
The AME-Technical Support Engineer reports to the Senior Manager, Customer Integrations. This role is responsible for resolving product faults reported by customers globally using SKYTRAC hardware and software. The primary focus is translating faults into clear corrective actions, ensuring their execution and closure. This may involve direct execution to meet customer turnaround times.

As a AME - Technical Support Engineer, responsibilities include:

• Prioritize and assign customer inquiries to ensure proper ownership and meet KPI targets.
• Quickly resolve AOG issues in adherence to a 24/7 support model, requiring rotational availability during evenings and weekends.
• Act on escalated requests from the customer support portal or calls.
• Offer feedback on product enhancements based on field experience and customer input.
• Regularly communicate with customers, following up on technical issues.
• Facilitate communication channels for customer interaction, including AOG cases and special attention plans.
• Support the development of revenue-generating opportunities, including quotations for in-service modifications and out-of-warranty support.
• Assist in warranty disposition and conduct root cause analysis for technical issues.
• Analyze, reproduce, troubleshoot, and resolve product faults.
• Support the creation of technical documentation, such as Field Service Bulletins, User Manuals, and Maintenance Manuals.
• Provide on-site installation and field support to global customers, with potential short-term assignments at customer sites.
• Ability to deliver training to customers on SKYTRAC products.

• Prioritize and assign customer inquiries to ensure proper ownership and meet KPI targets.
• Quickly resolve AOG issues in adherence to a 24/7 support model, requiring rotational availability during evenings and weekends.
• Act on escalated requests from the customer support portal or calls.
• Offer feedback on product enhancements based on field experience and customer input.
• Regularly communicate with customers, following up on technical issues.
• Facilitate communication channels for customer interaction, including AOG cases and special attention plans.
• Support the development of revenue-generating opportunities, including quotations for in-service modifications and out-of-warranty support.
• Assist in warranty disposition and conduct root cause analysis for technical issues.
• Analyze, reproduce, troubleshoot, and resolve product faults.
• Support the creation of technical documentation, such as Field Service Bulletins, User Manuals, and Maintenance Manuals.
• Provide on-site installation and field support to global customers, with potential short-term assignments at customer sites.
• Ability to deliver training to customers on SKYTRAC products