Senior Technical Support Engineer in Grand Rapids

Position SummaryThe Senior Technical Support Engineer is responsible for delivering high-quality technical support to both internal and external customers for communication and surveillance avionics products, including TCAS, TAWS, ADS-B Mode S Transponders, and Lynx systems. As a key member of the technical support organization, this role serves as the primary interface between customers and the business, addressing technical support needs, system solutions, publications, and product reliability concerns.The engineer will manage a broad range of support activities to ensure customer satisfaction, including troubleshooting, customer guidance, and training on product operation and maintenance. The role requires strong analytical and problem-solving skills, particularly in root cause and corrective action (RC/CA), system performance evaluation, data reporting, MTBF/MTBUR analysis, and failure investigation. Additionally, the engineer will coordinate and track corrective action plans, collaborating across multiple functions and disciplines to ensure optimal product supportability and continuous improvement. Strong leadership, communication, and organizational skills are essential, as the role requires self-managed scheduling and effective representation of the business to customers. The ideal candidate demonstrates initiative, cross-functional leadership, and the ability to drive resolution of technical issues while contributing to product enhancements and long-term customer success.Key Responsibilities

• Serve as a primary point of contact for customer technical inquiries, ensuring timely and accurate technical support
• Conduct Traffic Advisory (TA) and Resolution Advisory (RA) investigations, including near-miss and anomaly cases
• Assist in troubleshooting and diagnosing issues related to supported products
• Use Salesforce to track and manage customer interactions and support cases
• Support continuous improvement initiatives for technical support processes and tools
• Lead product reliability reviews and help identify trends in failure modes
• Collaborate with engineering teams to assist in root cause analysis and corrective actions
• Contribute to the development of service bulletins and technical publications
• Assist in creating and delivering training materials for customers on product installation, maintenance, and repair
• Provide input for proposals, quotations, and product support agreements as needed
• Travel domestically and internationally to customer sites and Acron facilities to provide on-site support and product training
• Communicate clearly and effectively at all levels within customer organizations, as well as with peers and leadership
• Deliver impactful presentations that communicate technical concepts, recommendations, and solutions
• Serve as a subject matter expert and mentor junior engineers

• Bachelor’s degree in Engineering, Aviation, or a related field, or equivalent technical experience
• 15+ years of experience in technical support, avionics, or a related field
• Expertise in digital and solid-state electronics, with specialized knowledge of avionics technologies and a solid understanding of RF systems
• Strong business acumen, including an understanding of customer satisfaction, profitability, market positioning, and competitive dynamics
• Demonstrated sound judgment and decision-making skills with the ability to adapt to changing conditions and communicate decisions effectively
• Excellent verbal and written communication skills with experience presenting to technical and non-technical audiences
• Ability to build strong working relationships across all organizational levels and foster a collaborative team environment
• Highly self-motivated and proactive, with demonstrated professionalism, integrity, and customer focus
• Proficiency with Microsoft Office applications
• Proficiency with Salesforce

Additional Skills

• Experience supporting communication and surveillance avionics systems
• Experience with TCAS, TAWS, ADS-B, Mode S Transponders, Lynx, or related avionics products
• Experience performing MTBF, MTBUR, and reliability analysis
• Familiarity with airline operations, MRO environments, and aviation maintenance practices
• Experience supporting root cause and corrective action investigations
• Experience developing customer-facing technical publications and training materials
• Prior leadership or mentoring experience within a technical support organization