JAMCO AMERICA, INC.

Job Title: Product Support Engineer 4

FLSA Status: Exempt

Salary Range: $92,000.00-$115,000.00

SUMMARY

This position is responsible for providing engineering and technical lead support for Jamco America products during and after delivery to the customer. The Technical Lead will act as the technical or engineering point of contact for supporting programs, the Customer Service AOG 24 / 7 team, field service teams, and all customer related technical issues. This individual will provide technical expertise and support on a range of Jamco America products, to both external and internal customers.

Essential Duties and Responsibilities include the following with other duties as assigned:

Primary Technical lead responsibilities include: Work under the direction of the Manager of the Product Support department in determining priorities in response to customer inquiries. Act as the primary focal for resolution of customer technical issues and investigation of field failures. Drive the overall planning, management, and completion of all customers technical queries and assign focal PS Engineers, as required. Provide technical, design and informational support for post-completion aircraft modifications to airline customers (including on-site support), manufacturing support and/or in-service issues. Provide detailed response to inquiries with regard to mechanical and electrical design as it pertains to mechanical/electrical/structural/payloads/systems installations, detailed assemblies and mechanical/ electrical/structural/payloads/systems specifications post STC and/or TC. Troubleshoot basic mechanical/electrical/structural/payloads/systems problems and provide solutions. Investigate and resolve technical issues affecting product repairs. Monitor the in-service performance of Jamco America products to identify problem areas, make recommendations, and take actions to affect a solution. Assign/Utilize PS Engineering team members to be focal for In-Service issues. Support the customer in the field, in the US and overseas, through dedicated technical support visits Participate in fault reporting, analysis, and corrective action on assigned products, including the development of solutions that meet customer and business needs (solution may be self-developed or developed through a team via project management leadership) Create and revise drawings to support the implementation of design solutions to in-service products Participate in investigations and work closely with the customer to ensure the correct processes/tools are used to identify root causes and implement corrective actions for identified problems Provide liaison and support on customer technical issues to the various Jamco departments at sites in the US and overseas Provide guidance to customers about engineering design (drawing) and documentation change when necessary Participates in meetings during the development and design of Jamco America products, in order to gain understanding of current and future products Maintain and develop a detailed knowledge of current and future products Obtain, interpret, and analyze OEM airplane drawings, manuals and guidance documents using approved processes and tools Serve as the Voice of the Customer (VOC) during internal reviews and/or meetings Participates in Change Management Board meetings to ensure design configuration changes are properly managed Conduct technical presentations at in-service technical review meetings (internal and external) Maintain a good working relationship with customer facing teams, product leads, production engineers, and design engineers Assigns engineering tasks (see 1.4 - 1.22) and coordinates with all PS engineers (task loading) to completion. Coordinates with the Technical Publications and Technical Services department as follows: Identifies the requirement for and scope of corrective documentation, such as Service Bulletins, Service Letters, and Service Information Letters. Works closely with the Technical Publications department to ensure all documents meet operational needs and are technically accurate Verify the technical content of CMM's and Service Bulletins for the products assigned Provides assistance in the development of training programs to support product entry into service. Coordinates with the Customer Service department to accomplish the following: Provide complete resolution to customer inquiries Coordinates with design and manufacturing engineers as follows: Follows all processes and procedures when design changes are proposed as a solution to an in-service problem Provides product performance feedback to design teams to assist in product improvement Review product performance, resolve any performance concerns, and manage system level concerns with the project and engineering teams using reliability data Some domestic or international travel may be required.

Supports continued development of the product support department: Provides mentoring to junior engineers on the different roles and responsibilities of product support engineer. Develops new processes, procedures, and tools to support continued improvement of the product support department. Acts as Lead Project Engineer for programs assigned/transferred to Product Support, performing the following: EDES and NOC generation through release and OEM submission. Drawing List (DL) update and release. Coordinate with test services (stress, flam, cert) mfg. Directs all PS engineers assigned PE tasks. Supervisory Responsibilities

This job may have some supervisory responsibilities, as delegated by the Product Support Services Manager.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty to the established department standards (i.e. meet published metrics). The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requirements Knowledge Engineering : Knowledge of the practical application of engineering science and technology to fulfill the Product Support Engineer duties and responsibilities. Design : Able to read and understand Computer Aided Design (CAD) designs, drawings and specifications. Ability to create and revise technical illustrations using 3D models. Administration : Knowledge of business and management principles involved in strategic planning and time management. Able to work in a team environment and accept required roles, responsibilities and accountability. Project Engineering : Knowledge of responsibilities including technical activities related to a project. Aircraft Fundamental Knowledge: basic knowledge of FAA requirements for the installation of mechanical/structural/payloads/systems components (14 CFR Part 25, MMPDS etc.), FAR's and FAA certification process, and OEM Design requirements. Basic understanding of aircraft terms, design requirements and certification process.

Skills Problem Solving : Identify increasingly complex problems and understand related information to evaluate and develop options and implement solutions. Critical Thinking : Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Use scientific rules and methods to solve problems as required. Mathematical: Ability to work with mathematical concepts and measurements and apply concepts such as fractions, percentages, ratios, trigonometry, imaginary number, probability, demand models and proportions. Ability to use various formulas embedded and linked among cells in a spreadsheet program. Customer Orientation : Must demonstrate concern and take actions to meet requirements and high standards of quality of both internal and external customers. Must display courtesy and sensitivity. Manage difficult situations. Meet commitments. Respond promptly to customer needs. Solicit customer feedback to improve service. Communication : Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively. Good oral and written communication skills. Language : Ability to read, analyze, and interpret general business periodicals, procedures, drawings, technical data, engineering documentations, and governmental regulations. Ability to write engineering documentations and formal business correspondence. Judgment and Decision Making : Consider the relative costs and benefits of potential actions to choose the most appropriate one. Time Management: Manage time and tasks with a great degree of efficiency. Able to multitask and work independently with increased responsibility. Attitude : Demonstrate continuous skill improvement. Positive attitude is required.

Education and/or Experience

BS degree in an appropriate technical engineering discipline or related engineering field and 6-8 years of experience or equivalent working experience

General Requirements High attention to detail. Able to work in a team environment and accept required roles, responsibilities, and accountability. Able to multitask and work independently. Working knowledge of Windows OS based computers. Accurately report time worked in time tracking system on a daily basis. Demonstrate continuous skill improvement. Work Environment

The work environment is usually in an office at a desk. However, frequent trips to aircraft or manufacturing sites will be required.

Jamco is passionate about providing a competitive and comprehensive benefits package and pleased to offer the following to eligible employees- Medical Coverage Dental and Vision Reimbursement 401(k) Retirement Savings Plan Benefit Conversion at Termination Bereavement Leave Educational Assistance Family and Medical Leave Paid Parental Leave (40 hours) *Qualifying event after June 15th, 2022 Flexible Benefit Plan (Flex Spending) Holidays Jury Duty/Witness Service Leave Life Insurance Long-Term Disability Short-Term Disability Pregnancy Leave Paid Time Off (PTO) Personal Leave Wedding Leave Wellness Program/Gym Reimbursement Pet Insurance