Customer Technical Support Specialist Job at CAE Inc.
Role and Responsibilities
Essential Duties & Responsibilities:
Issue resolution (pre/post RFT) of simulators and related software and hardware systems
Customer, Support, and Engineering’s main CAE point-of-contact for software and hardware related issues during Updates and Post-RFT issue resolution.
In this role, the Technical Professional will be expected to:
- Identify, analyze, and correct non-routine to complex technical issues by using a variety of standards and/or modified engineering methods and techniques.
- Provide input in developing new solutions, processes, or standards within area of responsibility.
- Verify and correct new/updated documentation.
- Provide OJT to customers.
- Develop activity plan and coordinate project with the assistance of more experienced engineers.
- Provide Generalist/IS support on Aftermarket Updates
- Correct deficiencies (Snags / SPRs) requiring interactions with customers directly.
- Investigate/address pre/post software and hardware issues on simulators carrying out the necessary research to isolate the problems.
- Collaborate with the Engineering and Aftermarket staff in technical issue resolution, preparing and coordinating remote problem solving.
- Apply and integrate software changes provided by engineering and Aftermarket.
- Recognize and report product issues to the Fleet Support Leads, collaborating with them as necessary in the development of Field Service Bulletins for recurring issues.
- Collaborate with the Customer Experience Lead and Engineering/Support in the prioritization, coordination and deployment of issues.
- Support of AOGs in the region
- Act as Generalist/Integration Specialist on Aftermarket Updates
- Participate in code reviews, identify risks, and escalate issues when necessary.
- Document own work, including test reports and functional specifications for small or medium complexity systems.
- Build, Integrate, and maintain customer configurations, assessing and resolving ongoing issues in collaboration with the project team.
- Document own work, including test reports and functional specifications for small or medium complexity systems.
- Provide timely and useful information to assist with detailed project planning using project management methods and related tools.
Qualifications:
- At least 5 years of experience in aircraft simulation and associated systems.
- Mastery of several systems of a simulator
- Working knowledge of C, C++ and FORTRAN programming languages and scripting languages
- Working knowledge of AIX / LINUX / Windows operating systems.
- Understanding of operating system concepts, computer architectures, aircraft simulation software and the interface with aircraft instruments.
- In-depth knowledge of IT and CAE's simulation environment.
- In-depth knowledge of CAE interfaces (ie drawings and hardware).
- Software integration experience
- Ability to troubleshoot problems; both hardware and software
- Knowledge of techniques and tools used for software debugging (.NET and/or Windbg, DBX, GDB).
- Knowledge of at least one source code revision software (e.g. Starteam, Github Enterprise)
- Excellent leadership and Customer Communication skills
- Strong planning and organizational skill. Ability to adapt quickly to changes in technology.
- Demonstrate flexibility and strong project and assigned tasks ownership as well as ability to work and make decisions unsupervised.
- Result-oriented.
- Self-motivated, independent, dynamic, team player; like challenges.
- Fluency in English
- Willingness to travel to customers in the area with little notice.
- Ability to adapt to new environments.
- Willingness to work irregular hours.
#LI-JP1
Position Type
Regular
CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.
Equal Employment Opportunity
At CAE, everyone is welcome to contribute to our success. With no exception.
As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.
At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability or age.
The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.
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