Field Service Specialist

Location: Ontario Remote Worker, Canada

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.

This is an onsite role at our Toronto, Ontario client site.

Position Summary

The Field Service Specialist is the Maintenance Engineering focal and is responsible for providing maintenance recommendations and technical assistance to both internal and external Line Maintenance teams on Thales IFEC Systems as it relates to operation, maintenance and troubleshooting.

The candidate is a technical interface between the Customer and Thales regional or central organization. The candidate will contribute to the Central organization continuous improvement process by sharing and implementing maintenance best practices and tool feedback activities.

The Field Service Specialist may be exposed to more than one of Thales' IFEC systems installed and will have to learn how to support a wide variety of systems installed on common commercial jetliners. The candidate must be a self-starter who can operate with minimal supervision in potentially less than optimal working environments.

Key Areas of Responsibility

• Provide IFEC Maintenance and Troubleshooting expertise (remotely or onsite) to Airline Line Maintenance teams
• Participate to system installation and retrofit activities on aircraft (including witnessing or running SIP or GFTP)

Job Description

• Provide field support (including maintenance calls, customer support request, etc.) to help the timely dispatching of Aircraft with high level of IFEC system performances and customer satisfaction
• Investigate critical in service event (e.g. executive complaints, extended dark flights, etc.) and lead event to a resolution
• Provide, back office, Maintenance recommendations for non performing or Chronic aircrafts
• Identify systemic issues based on repetitive maintenance actions performed, feedback or reports from key stakeholders (including customer, cabin crew, line maintenance, engineering, etc.)
• Create, Update and Validate Technical Maintenance or Installation Data (MPD, AMM, SBs, SIP/GFTP)
• Prepare and distribute activity report to key stakeholder (e.g. PM, customer, executive management, ...)
• Provide feedback and inputs for improvements of monitoring tools (ground tool, parser, on wing tool) and processes
• Will have to consistently learn and train on new products, new functions and performance issues by working closely with applicable departments such as Customer Support Engineering, Central Operations, Customer Programs and Repair Stations.
• Maintains the ability to travel on short notice to customer locations worldwide.
• Maintains a preparedness, and valid passport, for extended periods away from home location domestically or abroad.
• The preceding functions have been provided as examples of the type of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Basic Qualifications

• High School Diploma or General Education Development (GED) Diploma minimum
• Must be able to read and interpret documents such as technical publications, flight line procedure, safety rules, operating and maintenance instructions, and procedure manuals.
• Must be capable of interpreting mechanical and electrical wiring diagrams.
• Must be available to be contacted outside of normal office hours to provide technical support to the organization on an "on-call" basis.
• The demand of the installation may require flexible and/or extended work hours to meet the release of the aircraft. Working hours may vary - flexibility required.
• Will have to be on the road for extended periods of time and to cope with and respect foreign customs and cultures.
• Will be required to travel to different Maintenance Repair Overhaul facilities as the needs of the service dictates, some locations may be in an unstable political environment.
• Must have a Valid Passport and the ability to travel outside the country in which the position is located

The individual must:
• Be a self-starter who can operate with minimal supervision in potentially less than optimal working environments
• Have demonstrated ability to work both independently and as a team member and provide regular status reports on issue progress.
• Have the ability to clearly communicate at all levels of the organization, as well as external customers and Field/Repair Shop personnel through verbal and written communication.
• Be highly organized individual with the ability to document findings/test results, track priorities, and co-ordinate resolution of technical issues.
• Must be able to work in a fast-paced environment while maintaining accuracy and efficiency.
• The ideal candidate is engaging and energetic with a personality that likes to interact with people. They must be able to project a professional and polished image that portrays confidence and trust. A strong interest and passion for commercial aviation is highly desirable

Preferred Qualifications

• Proficient with the following software: Microsoft Word, Excel, PowerPoint, Outlook, and Internet Explorer.
• Has experience:
In commercial aviation maintenance environment and an extensive knowledge of Civil Aviation Airworthiness procedures.
• With IFE systems installed in Commercial Aircraft
• Aircraft data Bus systems (RS485, A429 etc)
• Ethernet Networks (10Base T, 100Base T, basics, troubleshooting, test equipment)
• knowledge of Linux, Shell scripting, MySQL, PHP, C, C++
• Strong work ethic and drive to succeed with a strong sense of accountability and integrity

Special Position Requirements
• Travel: Up to 30%
• Customer Location Based or Site Visits: this position is primarily based in a customer location and will require regular travel to and from one or more customer sites to perform the essential functions of the position.

What We Offer

• Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:
  
• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
  
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
  
• Company paid holidays, vacation days, and paid sick leave.
  
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
  
• Employee Discounts on home, auto, and gym membership.
  

Why Join Us?

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Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.

• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.

• Company paid holidays, vacation days, and paid sick leave.

• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.

• Employee Discounts on home, auto, and gym membership.

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.