Customer Service Engineer in Hamburg bei AerQ GmbH

AERQ is a joint venture between LG Electronics and Lufthansa Technik which stands for the digitalization of the airplane cabin. We develop and manufacture innovative aircraft components designed to enhance the passenger experience and enable new perspectives for airlines. Headquartered in Hamburg, we are utilizing expertise and experience from both of our founding members and are currently expanding our operations.

AERQ offers you an inspiring and motivating environment where you can bring in your innovative ideas and have the opportunity to leave your footprint to this newly formed joint venture.

to join our After-Sales & Customer Service team. You are based in Hamburg, but will also be sent on customer missions to support customers on-site on ad-hoc basis or for extended periods of time (up to 12 weeks).

• Act as the first entry point & provide technical guidance and field assistance to customers in troubleshooting and resolving system, hardware, network, and software issues for all of AERQ’s equipment installed on customer aircraft
• Interface with other AERQ departments to develop fixes to customer problems
• Support the customer’s line maintenance with data analysis: interpret health data, derive maintenance advice, monitor trends and identify systemic problems
• Create technical user guides and manuals, technical information letters, etc. as well as product related customer communication (ad hoc/newsletters)
• Provide formal/technical training on AERQ’s products and system for customers (maintenance crews, flight attendants) and work together with training managers to develop training concepts and material
• Support aircraft delivery and entry-into-service as a dedicated AERQ support engineer
• Since AERQ is still a young company, there is plenty of opportunity to bring in own ideas and to shape the way in which AERQ develops its customer service engineering

• You hold a relevant university or college degree in Engineering, Electronics, Computer Science, Information Technology or related field
• You have 5+ years of working experience, thereof 2-3 years of experience as Field Engineer or Product Engineer, specializing in electronics/avionics systems, software or broadcast technology
• You possess extensive knowledge of Linux, Windows and VxWorks (or embedded operating systems)
• You have a good understanding of TCP/IP networks
• You have a thorough understanding of wiring schematics, diagrams and other engineering/aircraft documentation
• You are capable of identifying complex engineering problems in software and hardware and then working with the appropriate AERQ department to fix the issue
• Ideally, you hold an advanced level of engineering product knowledge on avionics and related software areas and know about troubleshooting methods
• Ideally, you are familiar with FAA, CAA, EASA and ATA requirements for avionics equipment
• You have a strong customer orientation and mindset – fixing the customer’s problem is important to you – and always strive for solutions that maximize customer satisfaction
• You are able to structure your own work with a minimum of supervision and are able to apply priority to projects with adaptability and urgency while meeting timelines
• You have excellent communication skills and are an empathetic listener in case of customer complaints
• You are comfortable when representing AERQ in meetings with the customer, also with non-technical staff
• You are comfortable with extended periods of standing and working in confined spaces on an aircraft
• You hold a valid driver’s license and are able to meet the requirements of the airport authorities for access and vehicle operation on their premises
• You are willing and able to pass extensive security and background checks by customers, airport authorities and aviation authorities
• You are eager to acquire new qualifications by targeted qualification measures and training-on-the-job
• You are willing to work shifts, on weekends and outside normal business hours
• You have the flexibility to travel up to 50% of your time, often on short notice
• Your command of the English language allows you to negotiate in an international environment and to build a good relationship with colleagues, business partners and customers around the world
• You have good user skills in MS Office