Lead Product Support Engineer - Full-time

About Us:
Middle River Aerostructure Systems is a world-leading manufacturer of thrust reversers (the braking system on a jet engine), engine nacelle components and specialized aerostructures. It supplies and supports these products for engine makers, airplane manufacturers and aircraft operators. Located on Maryland’s Chesapeake Bay near Baltimore, MRAS has a 1.7-million sq. ft. facility situated on 180 acres – where the company and its predecessors have designed, built and equipped civil and military aircraft for over 90 years. In 2019, MRAS was acquired by ST Engineering North America, the U.S. affiliate of Singapore-based ST Engineering – becoming a part of its global network of aerospace facilities and offices. With the ownership change, the company was renamed Middle River Aerostructure Systems.

Role Summary/Purpose

The Lead Product Support Engineer (PSE) will provide technical support for customers of ST Engineering Middle River Aerostructure Systems’ (MRAS) nacelle components, to ensure customer operational success and maintain fleet reliability and product safety of flight. The Lead PSE will have the opportunity to build and leverage multiple skill sets including technical support, troubleshooting, technical writing, and communication with customers and partners from around the world, as well as hardware ownership to support current and next generation products.

Essential Responsibilities

To provide technical support for the use, maintenance, and repair of advanced composites, metallic components and nacelle systems hardware that will require forward-thinking, a positive attitude and collaboration skills. Key responsibilities of a Lead PSE include the following:

• Provide timely technical support for the repair, maintenance, and operation of our hardware to customers
• Identify, monitor and drive resolution of top in-service issues for assigned customers and/or hardware consistent with technical and business objectives of the nacelle project/program
• Participate in root cause and corrective action investigations for events occurring on fielded hardware in the fleet
• Deliver timely and accurate containment plans for in-service issues and work with the wider Product Engineering team to develop long-term design solutions
• Prepare presentations and conduct periodic reviews to communicate status of ongoing field technical issues and resolution plans for internal and external customers
• Provide closure to failure investigations and reporting to the customers and regulatory agencies, as needed
• Assist in establishing nacelle component reliability metrics and maintenance costs and support action plans to meet or exceed established goals
• Work with airlines, overhaul shops, and suppliers to gather data to reduce cost of ownership, identify repair opportunities and implement maintenance manual improvements
• Participate on teams assigned to address in-service problems and to provide continuous product improvement and value for our customers
• Collaborate with Technical Publications team to ensure the accuracy and completeness of MRAS technical publications and instructions for continued airworthiness
• Participate as a presenter in technical, program, and customer reviews or conferences
• Assure proper documentation of technical data generated for the assigned projects and/or tasks consistent with engineering and aviation industry policies and procedures

Requirements

• Bachelor’s Degree in Mechanical Engineering or Aerospace Engineering from an accredited college or university
• A minimum of 3 years of experience in an engineering or technical customer support position

Desired Characteristics

• A minimum of 5 years of experience in engineering and/or technical customer support experience
• Ability to guide and influence others
• In-depth understanding of nacelle hardware, the aviation industry and engineering technology and tools
• Excellent written and oral communication skills
• Demonstrated ability to analyze and resolve problems
• Strong interpersonal and leadership skills
• Ability to work in and lead cross-functional teams
• Strong problem solving, negotiating, and conflict resolution skills
• Ability to work independently or as part of a team within a dynamic environment
• Ability to interface effectively with all levels of the organization and external customers
• Strong project management skills

MRAS is an equal opportunity employer and service provider and does not discriminate on the basis of race, age, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class. We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value.

PM19