Panasonic Avionics Corporation
Feb 2011 - Present
Customer Support Field Engineer
IV | Canada
Jul 2023 - Present
- Act as primary focal to lead the technical support effort on multiple Linux-based media
distribution system products with more than 65,000 devices operating non-stop every day
for high-profile airline customers.
- Lead the software deployment tasks to plan, arrange, trial, manage, and monitor the
software release rolling out to products distributed onboard more than 100 aircraft
globally.
- Communicate and manage technical discussions among stakeholders across multiple
functional departments internally and externally.
- Diagnose and troubleshoot technical issues, including infrastructure, Linux OS, software
application, hardware, TCP/IP Network, MySQL database, API, and log review.
- Properly escalate unresolved issues to appropriate internal teams, track system issues
through to resolution within agreed time limits, and communicate back to customers.
- Mentor internal team members and customer personnel.
Customer Support Field Engineer
III | Canada
May 2019 - Jul 2023
Continued leadership in technical support and software deployment, ensuring high reliability
for global airline fleets.
Technical Support Representative
| Canada
Aug 2016 - May 2019
- Cooperated with global stations to provide on-site technical support under high pressure
and a fast-changing environment for airline customers.
- Daily analyzed and evaluated fleet operational data in the DART, proactively captured
defects at the early stage and issued maintenance advisory to airline customers.
- Used various methods to troubleshoot software/hardware/wiring defects on-wing and
provided resolutions under stressful situations.
- Maintained an in-depth and updated technical knowledge of IFE system and aircraft
avionics system, and provided OJT to team members.
- Performed software installation and upgrading on-wing. Communicated with MCS for monthly
media distribution.
Customer Support Field Engineer I
| China
Feb 2011 - Aug 2016
- Actively performed as customer liaison focal for the airline customers in China,
maintained a long-term and positive relationship with multiple customers.
- Generated system performance report for internal and customers’ management review.
- Provided 7*24 field assistance to airlines for software/hardware/media issues, responded
to queries and system defects with accurate responses.
- Conducted investigations for the systematic defects, collected data to evaluate the
problems and participated in the recovery plan.
- Provided Fly-along support, Entry-into-service support, Retrofit support, First-Of-Type
Software upgrade support, etc.