Job Description
Join Our Dynamic Team at SKYTRAC
About Us:
SKYTRAC is at the forefront of revolutionizing aviation communication through cutting-edge satellite technologies. Trusted by operators, organizations, and OEMs alike, SKYTRAC is has over 800+ customers as a leading provider of Low Earth Orbit (LEO) satellite and cellular communication services for all aerospace sectors. We are not just shaping the future of connectivity in aviation, we're redefining it!
Our environment:
As an aerospace leader, we at SKYTRAC, are an adaptable, agile, and hardworking team of passionate experts. While we may operate within a fast-paced and sometimes chaotic work environment, we are also able to grow, develop and hone our skills – making us the subject matter experts we are today. As a part of our team, you'll work with like-minded individuals who share your passion for pushing the boundaries of what’s possible; working together to support each other. You’ll have the opportunity to collaborate with talented colleagues, and make a meaningful impact on our projects.
We understand the importance of fostering a positive workplace culture. From team-building activities to social events, we ensure our team members have opportunities to unwind, connect, and have fun together.
Life doesn't always fit neatly into a 9-to-5 schedule. That's why we offer flexible working hours and hybrid work schedules wherever possible, allowing you to manage your time effectively and achieve a healthy work-life balance.
We provide competitive compensation packages, comprehensive benefits, performance-based bonus program with annual salary reviews, days off outside of vacation entitlement and ongoing professional development opportunities.
About you:
You are ready to soar to new heights in your career and contribute towards making a difference in the aviation industry. You have a proven ability to articulate technical concepts clearly and effectively to both technical and non-technical audiences and are adept at analyzing, reproducing, troubleshooting, and resolving technical issues promptly and efficiently.
Your Mission
The Technical Support Engineer reports to the Senior Manager, Customer Support & Service. Responsibilities include resolving product faults reported by customers globally using Latitude/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 time. The Engineer also proactively communicates with customers, serving as the initial point of contact for inquiries, and coordinates internally to resolve issues promptly.
This role is based out of our Kelowna, BC office location.
A day in the life:
- 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 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 customers, with potential short-term assignments at customer sites.
- Ability to deliver training to customers on SKYTRAC products.
Candidate Must Have’s
- Demonstrated experience in a technical support or adjacent customer facing role.
- Ability to support 24/7 model, including rotational availability for evening, weekend, and overnight shifts.
- Experience in prioritizing and addressing customer inquiries to meet KPI targets.
- Familiarity with creating and maintaining technical documentation, including internal and external user manuals.
- Experience assisting in warranty disposition and conducting root cause analysis for technical issues.
- Ability to deliver remote and on-site training to customers on SKYTRAC products.
This will make you stand out:
- Bachelor’s degree in relevant technical field such as Information Technology, Engineering, Computer Science OR valid AME-E or M1/M2 license.
- Previous experience troubleshooting and maintaining satcom systems.
- Familiarity with avionics and aircraft systems and the ability to quickly understand new systems.
- Relevant technical certifications such as CompTIA A+, Network+ or other industry specific certifications demonstrating a strong foundation in technical skills.
The salary range for this role is $75,000 - $105,000 CAD. The rangeposted is a guide and may not represent the compensationoffered to the successfulcandidate. Compensation is based on the skills, knowledge, experience andqualifications brought to the role.