Who We Are: Ever wonder who brings the entertainment to your flights? Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity! How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay! With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. And we are committed to a diverse and inclusive culture that will help our organization thrive! We seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more. If you want to learn more about us visit us at www.panasonic.aero. And for a full listing of open job opportunities go to www.panasonic.aero/join-us/. The Position:
Support the 24/7 operation of Panasonic Avionics IFEC (In-Flight Entertainment and Connectivity) products. Troubleshoot and resolve satellite network related trouble issues, coordinating with peers and staff inside the Customer Performance Center. If needed, issues and problems that cannot be fixed at Tier two levels may be referred to outside vendors or handed off to higher Tier level. Enable mission control satellite network situational awareness, defect identification and planning of corrective actions. Support continuity and reliability of ongoing technical/interface applications and operations specific to successful satellite operations.
- Customer Performance Center Satellite Operations
- Provide 2nd tier escalation service to Customer Performance Center for satellite related questions, issues and problem identification.
- If required, work with Product Support Engineering and Tier 3 Satellite engineering groups to effectively escalate satellite issues and provide timely response to customer escalations.
- Plan and execute satellite upgrades, by coordination of loads, maintenance fixes, and implementing vendor-supplied patches, interfacing with satellite engineering group.
- Monitor satellite network utilizing software monitoring tools and systems; provide reactive and proactive support based on interpretation of the tools.
- Working with satellite engineering team, test satellite system performance and provide performance statistics and reports.
- Help define and implement strategies for integrating air and ground network support methodologies.
- Collaborate for the development and maintaining of training materials for Customer Performance Center.
- Write other process and system documentation to support Satellite Operations.
- Customer Performance Center Satellite Administration
- Perform day-to-day tasks associated with maintaining and administering network monitoring and management systems for satellite network.
- Optimize configurations to provide maximum uptime on critical systems, services and infrastructure for connectivity services.
- Support systems, services & applications to meet required service level agreements, high availability/fault tolerance expectations and business continuity/disaster recovery requirements.
- Provide on-call 24/7/365 support on live production systems, services and infrastructure (in rotation with other staff).
- Escalate & resolve support incident tickets, problems and known trouble issues.
- Acquisition & Deployment
- Working with Satellite engineering team, participate in research, evaluate and recommend new systems, equipment, infrastructure, tools and methods in support of connectivity service improvement efforts.
- Planning & Analysis
- Identify and define business procedures and establish documentation needs for all connectivity service-based hardware and software platforms in the enterprise.
- Working with other Satellite Engineering teams, analyze project requirements to determine scope of effort needed inside Customer Performance Center to align resources.
- Collaborate with service and support staff to collect and interpret technical information.
- Liaise with Quality department to ensure final documents are aligned with Panasonic Avionics Corporations standards, are usable and of high quality.
What We’re Looking For:
- College diploma or university degree with a Technical Major, such as Engineering or Computer Science; equivalent experience may be considered in lieu of education requirement.
- At least 5+ years’ experience in a NOC/technical support function in a technology service and support company, involving satellite network systems.
- Experience or familiarity with supporting satellite systems including:
- iDirect/Newtec Networks
- VSAT modems including both system operations and air interface
- Satellite Link budgets, RF analysis, and coverage areas
- Knowledge and familiarity with the following:
- DVB-S2, DVB-S2X
- Automatic Beam Switching
- Wireless technologies (GSM, 3G, 802.11, …)
- Antenna operation and support
- Experience with technical support/systems administration of satellite networks.
- Hands-on technical writing and editing experience, with specific experience in documenting information technology software and systems.
- Knowledge of information gathering, planning and organizing methods and principles.
- Experience with document authoring tools including Microsoft Word and Adobe PDF Professional.
- Exceptional customer service orientation.
- Exceptional written and oral communication skills.
- Superior attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to execute on multiple priorities in a dynamic environment.
- Proven experience working in and contributing to a team-oriented, collaborative environment.
- Ability to solve moderate to complex problems quickly, accurately and completely.
- Learns and uses professional concepts and applies company policies and procedures to resolve a variety of issues.
- Works on problems of moderate to complex scope where analysis of data requires evaluation of identifiable factors.
- Exercises judgment within defined procedures and practices to determine appropriate action.
- On call technical support duties as required.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
- Open to work different shifts, holidays and weekends.
- Some domestic (less than 10%) and international (less than 5%) travel may be required for the purpose of cross training, capacity management & meeting with off-site personnel/management.
- May be required to undertake temporary work assignments in other states, counties or countries as operational requirements dictate.
- Current passport in good standing.
