Company overview:
This company is a leading aerospace and defense organization specializing in advanced helicopter technologies and integrated support solutions. Its Japan branch focuses on providing technical expertise, maintenance support, and customer service to ensure optimal performance and reliability for aircraft operating in the region.
Role Summary
The Product Support Engineer is responsible for a specific helicopter model and reports to the Product Support Engineering Manager for that product line. This role focuses on ensuring technical support, product reliability, and customer satisfaction through proactive problem-solving and continuous improvement activities.
Key Responsibilities
Diagnose and resolve technical issues through detailed troubleshooting and prepare relevant documentation.
Develop and validate maintenance procedures such as technical bulletins and maintenance manuals.
Lead customized or repair design projects, coordinating with relevant engineering teams.
Provide timely technical support and clarification to customers regarding helicopter design and maintenance.
Conduct customer and site visits for technical updates, on-site assistance, and service bulletin validations.
Analyze fleet performance data to assess reliability, availability, and maintainability; prepare reports on occurrences and malfunctions.
Perform reliability and maintainability studies to identify areas for product recovery and improvement.
Prepare presentations and reports for customers highlighting product recovery and improvement initiatives.
Maintain fleet statistics databases and ensure accurate, timely updates according to the function’s schedule.
Generate and analyze technical support KPI reports.
Key Interfaces
Product Support Engineering departments
CPE and Design Engineering teams
Field Service and Maintenance organizations (Part 145 and customer sites)
Centers of Excellence and Production units
Customer Support and Service network departments (internal and customer-based)
Logistics teams
Basic Requirements & Core Competencies
Foundational understanding of civil aviation regulations (e.g., EASA)
Strong proficiency in Excel, Power BI, PowerPoint, Word, SharePoint, and SAP
Ability to interpret and analyze technical drawings
Fluent in English (written and spoken)
Strong problem-solving mindset
Willingness to travel up to 50%
Customer-oriented with strong communication skills
Desirable Attributes
Proactive and self-driven with strong organizational and analytical skills
Creative and adaptable in overcoming challenges
Capable of performing effectively under pressure and managing multiple priorities
Culturally aware with strong teamwork and relationship-building skills
Professional written and verbal communication skills, including report and presentation delivery
Comfortable working in a fast-paced, customer-focused product environment
Committed to continuous improvement and operational excellence
Education and Experience
Bachelor’s or Master’s degree in Industrial, Aeronautical, Mechanical, or Electronic Engineering, or equivalent qualifications with relevant industry certifications
2–5 years of experience in engineering, maintenance, or production-related environments