IFE, Field Service Engineer

Thales Ife Product Support Engineer

Location: Beijing-Airport, China

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we're driven by a mission to build a future we can all trust.

The Group introduced its aerospace business to China in 1964, and is recognized as a trusted partner for long-term cooperation with the Chinese aviation industry. In cybersecurity and digital identity, Thales has also successfully applied its advanced technologies to mobile communications, fintech, automotive connectivity and software monetization, etc. Thales employs more than 800 people with offices located in 7 cities across China. With R&D centers and innovation hubs established in Beijing, Dalian and Hong Kong, Thales is committed to developing innovative solutions for its customers.

Core Responsibility

Provide on site technical support to Thales IFE product on China fleet and represent THALES to meet customer expectations (product evolution, training, technical documentation…)

Report on a regular basis to Airlines & Thales about fleet status / system performance / hot items and product reliability

Communicate with IFE product support and programs team in Irvine to get all the means needed and provide the best support to the airline

Conduct training or refresher course, to airline cabin & maintenance crews for long term support

Focus on Customer

To provide Customers of his area with the best level of technical support, with detection of issues, transmission of issues to Product Support by helping to identify root causes and corrective actions

From Airline Customer perspective, to provide technical assistance better than "expected", in particular in annual ratings through A/C manufacturers

To log Customers queries and monitor the Log weekly/monthly

Good quality of response – short term and long term solution, accuracy of information

Queries to be acknowledged immediately. Respond within committed dates.

Sharing Knowledge

To complete and dispatch a Customer Minutes of Meeting (MoM) or Report within 2 working days after each formal customer meeting

To proactively collect and organize all essential data (fleet status, system configuration, reliability data, etc) and make these info available within Thales organization

To maintain accurate and up-to-date database on: Airline Personnel list / Fleet status / A/C Thales P/N configuration / Spares Holding

Requirements:

Degree/Diploma in Aviation/Aerospace, Electrical, Electronics, Computer Engineering

Minimum 3 years experience in the aviation or related industry

Have proven troubleshooting and fault finding experience in aviation field or a related discipline

Have basic IT knowledge including Linux, Windows, Telnet

Flexible to work unsociable hours and travel at short notice when the business requires

Ability to work and communicate within a matrix organization

Flexible and ability to adapt quickly to changing environment

Fluent in written and spoken English