Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.
The System Support Engineer is the In-service Technical focal for Regional Team and Program management. They contribute to Customer Satisfaction by investigating system in-service issues, characterize and root-cause them in order to, in close relation with Development Engineering teams, lead them to resolution.
The system Support Engineering – Level 2 is expected to handle numerous complex, impacting and visible in-service issues while keeping an up-to-date understanding of all issues currently impacting the platform he/she is assigned to.
The System Support engineer – Level 2 must be able to
Lead investigations of complex, impacting and visible in service issues in a timely manner
Identify root cause and propose solution to the relevant development engineering team
Report on his/her investigations progress and follow-up on others issues impacting the platform.
The System Support engineer – Level 2 is responsible for
Proactively take ownership of identified issues to analyze, characterize & investigate reported system issues, on SW and HW side.
Setup, coordination and execution of troubleshooting action plan
Record plan, progress and conclusions on tickets via the available issue tracking tool
Engage the relevant parties to ensure root cause identification (Development engineering, 3rd party suppliers, IVV, HW engineering, lab managers…)
Coordinate fix request with SW or HW team via problem report creation, review proposed design changes and challenge proposed solutions. Monitor progress of the fix with the respective team or organization.
Actively participate to the FIRB of the platform he/she is assigned to. Transversally follow-up on other issues under investigation, proactively support other team members.
Track and communicate over completed investigations and known fixes (including signature of the issue, impact on the system, details on the fix) and provide test plan for on wing verification
Upon request, support meeting with field team or program management, suppliers or tech forum events
Participate retrofit activity and system installation on aircraft (including witnessing or running SIP or GFTP)
Provide feedback or input for improvements of monitoring tools (ground tool, parser, on wing tool) and processes
Minimum of 5 years of related work experience or Master’s degree in related field with 3 years of work experience
Minimum of 3 years of experience in system integration, or test and troubleshooting of complex systems via professional work experience, internships, labs or outside the classroom project teams
Have an ownership, curious and solution oriented mindset. Willingness to troubleshoot and resolve issues.
Highly organized individual with the ability to plan, document findings/test results, track priorities, and co-ordinate resolution of engineering issues in a fast paced and demanding context
Good verbal and written communication skills and capacity to adapt communication to interlocutor (Engineering teams, Customers, Program Management, Field/Repair Shop personnel). Ability to synthetize complex issues in a clear and understandable manner.
Have previous experience using major programming languages (Linux, Python, MySQL, C/C++…) and be capable of debugging existing SW and create test stubs and automate functional behaviors using scripting.
Have working knowledge of Interfacing & Networking: Serial, Ethernet, IP/MAC addressing, VLANs, broadcast & multicast.
Ability to understand systems level architectures and design, to interpret mechanical and electrical wiring diagrams.
Strong work ethic and drive to succeed with a strong sense of accountability and integrity
Must be an appropriate organizational fit for the Thales culture, that is, exhibit the values of compliance, respect, innovation, responsibility and teamwork.
Passion for advancing the commercial aerospace industry
Ability to work in a fast paced, autonomously driven, and demanding atmosphere
Field or airline engineering experience is a plus
Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently. (Light)
Normal office environment and air-conditioned electronic lab.
Secondary work environments may include occasional access to aircraft hangars or warehouse facilities.
Special Position Requirements:
The position may require travel (less than 20%)
Up-to-date passport and ability to travel within and outside of the U.S. on short notice
This position will require successfully completing a post-offer background check. Qualified candidates with (a) criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.
Successful applicant must comply with federal contractor vaccine mandate requirements.
Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law