Field Support Team Representative at Zipline

About You and The Role   

Do you love finding creative ways to solve time-sensitive, mission-critical technical problems with little direction and a high degree of ownership? The Field Support Engineering team sits between the Engineering and Operations organizations and is critical to ensuring the equipment we design is operational seven days a week, around the world.  As a Field Support Team (FST) Representative, your job is to support this mission by solving emergent operational and maintenance problems, providing on-site technical support, and finding risks before they impact operations.  

If working in a highly cross-functional environment, solving complex problems, and driving continuous improvement appeal to you, read on.

This position is being advertised in advance.

What You'll Do 

• Serve as a decentralized extension of the Field Support Engineering team in the field, with the opportunity to travel to different Zipline sites as needed
• Monitor in-service feedback and triage emergent technical issues
• Analyze operational usage data, failure data, and trends
• Lead root cause, corrective action, and preventative action (RCCA/PA) analyses and development of containment strategies and action plans
• Coordinate with flight operators and maintenance technicians to discuss the top technical issues and share knowledge and best practices
• Work hand-in-hand with Engineering on the top technical issues occurring in the field
• Serve as a go-to subject matter expert for troubleshooting and repairing flight systems

What You'll Bring

• You have a background in aerospace, mechanical, or electrical engineering (or a similar field); can learn technical information quickly; and can translate between operational needs and technical solutions
• You have previous experience providing technical support to operators
• You enjoy working autonomously
• You have a customer-service mindset and are motivated by helping people and unblocking operations
• You have a problem-solving mindset and are biased towards action
• You have great written and verbal communication skills
• You've demonstrated basic data analysis skills with some coding experience (e.g., Python, SQL, or MATLAB)