IFE, Field Service 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.

Responsibilities:

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

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At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.