About Acron Aviation (Avionics – Aftermarket):
Acron Aviation designs, engineers, and manufactures certified avionics systems that support safety-critical flight operations across commercial and military aviation. Through our Aftermarket organization, we support operators, OEMs, maintenance providers, and fleet owners by delivering product support, repair, overhaul, technical services, and lifecycle sustainment solutions across a broad portfolio of avionics products. Our Aftermarket team plays a critical role in ensuring product availability, customer satisfaction, and operational excellence throughout the service life of our systems.
Job Title
Senior Technical Support Engineer – Aftermarket
Position Summary
The Senior Technical Support Engineer is responsible for delivering high-quality technical support to both internal and external customers for communication and surveillance avionics products, including TCAS, TAWS, ADS-B Mode S Transponders, and Lynx systems.
As a key member of the technical support organization, this role serves as the primary interface between customers and the business, addressing technical support needs, system solutions, publications, and product reliability concerns.
The engineer will manage a broad range of support activities to ensure customer satisfaction, including troubleshooting, customer guidance, and training on product operation and maintenance. The role requires strong analytical and problem-solving skills, particularly in root cause and corrective action (RC/CA), system performance evaluation, data reporting, MTBF/MTBUR analysis, and failure investigation.
Additionally, the engineer will coordinate and track corrective action plans, collaborating across multiple functions and disciplines to ensure optimal product supportability and continuous improvement. Strong leadership, communication, and organizational skills are essential, as the role requires self-managed scheduling and effective representation of the business to customers.
The ideal candidate demonstrates initiative, cross-functional leadership, and the ability to drive resolution of technical issues while contributing to product enhancements and long-term customer success.
### Key Responsibilities
Serve as a primary point of contact for customer technical inquiries, ensuring timely and accurate technical supportConduct Traffic Advisory (TA) and Resolution Advisory (RA) investigations, including near-miss and anomaly casesAssist in troubleshooting and diagnosing issues related to supported productsUse Salesforce to track and manage customer interactions and support casesSupport continuous improvement initiatives for technical support processes and toolsLead product reliability reviews and help identify trends in failure modesCollaborate with engineering teams to assist in root cause analysis and corrective actionsContribute to the development of service bulletins and technical publicationsAssist in creating and delivering training materials for customers on product installation, maintenance, and repairProvide input for proposals, quotations, and product support agreements as neededTravel domestically and internationally to customer sites and Acron facilities to provide on-site support and product trainingCommunicate clearly and effectively at all levels within customer organizations, as well as with peers and leadershipDeliver impactful presentations that communicate technical concepts, recommendations, and solutionsServe as a subject matter expert and mentor junior engineers
### Required Qualifications
Bachelor’s degree in Engineering, Aviation, or a related field, or equivalent technical experience15+ years of experience in technical support, avionics, or a related field preferredExpertise in digital and solid-state electronics, with specialized knowledge of avionics technologies and a solid understanding of RF systemsStrong business acumen, including an understanding of customer satisfaction, profitability, market positioning, and competitive dynamicsDemonstrated sound judgment and decision-making skills with the ability to adapt to changing conditions and communicate decisions effectivelyExcellent verbal and written communication skills with experience presenting to technical and non-technical audiencesAbility to build strong working relationships across all organizational levels and foster a collaborative team environmentHighly self-motivated and proactive, with demonstrated professionalism, integrity, and customer focusProficiency with Microsoft Office applicationsProficiency with Salesforce
### Preferred Additional Skills
Experience supporting communication and surveillance avionics systemsExperience with TCAS, TAWS, ADS-B, Mode S Transponders, Lynx, or related avionics productsExperience performing MTBF, MTBUR, and reliability analysisFamiliarity with airline operations, MRO environments, and aviation maintenance practicesExperience supporting root cause and corrective action investigationsExperience developing customer-facing technical publications and training materialsPrior leadership or mentoring experience within a technical support organization
Equal Opportunity Statement
Acron Aviation is proud to be an Affirmative Action and Equal Opportunity Employer. We are committed to treating all employees and applicants with respect and dignity and to maintaining a workplace free from unlawful discrimination.
