Technical Customer Support and Repairs Technician

Job Title:

Titre du poste

Technical Customer Support and Repairs Technician

Deputy:

Remplaçant

None

Responsibility:

Responsabilité

As a Technical Customer Support & Repairs Technician, you will provide hands-on troubleshooting, testing, repair, and customer support for Mercury Systems hardware and related technologies. You will serve as a technical resource for customers, internal engineering teams, and act as a field support staff, ensuring timely resolution of product issues with a focus on quality, precision, and customer satisfaction.

Main Duties:

Fonctions principales

Technical Support

· Provide first- and second-line technical support to customers via phone, email, ticketing systems, and remote tools.

· Diagnose hardware and system-level issues involving embedded computing, RF modules, avionics components, or ruggedized electronic systems.

· Guide customers through product operation, configuration, and troubleshooting steps.

· Document support cases, resolutions, and technical findings in CRM or ticketing platforms.

Repairs & Testing

· Perform hands-on failure analysis, component-level troubleshooting, and repair of electronic assemblies.

· Conduct acceptance testing, functional verification, and quality checks using oscilloscopes, logic analyzers, spectrum analyzers, multimeters, and automated test equipment.

· Work from engineering drawings, schematics, test procedures, and manufacturing documentation.

· Maintain detailed repair logs, part usage records, and test data.

Collaboration & Process Improvement

· Collaborate with engineering teams to develop repair instruction for new products.

· Interface with engineering, manufacturing, and quality teams to escalate complex issues and provide field failure feedback.

· Contribute to root cause analysis and corrective/preventive actions.

· Recommend improvements to service procedures, diagnostic tools, and documentation.

· Manage product returns (RMA) processing and ensure timely throughput.

Customer Engagement

· Provide clear, empathetic communication that builds trust with customers across aerospace, defence, and industrial sectors.

· Ensure customers receive accurate updates on repair status and technical investigations.

· Occasionally support on‑site customer visits, audits, or field service activities as needed.

Rights and Signature Authority:

Droits et autorité de signature

See DOA Matrix

Education/Experience:

Education/Expérience

Required Qualifications

· Technical diploma, associate degree, or equivalent experience in Electronics Engineering, Electrical Engineering Technology, Computer Engineering, or similar field.

· Strong understanding of electronic components, digital/analog circuits, and system diagnostics.

· Hands-on experience with common test equipment (oscilloscopes, multimeters, signal generators, etc.).

· Ability to read schematics, wiring diagrams, and technical documentation.

· Excellent problem‑solving skills and attention to detail.

· Strong written and verbal communication skills.

· Ability to work in a secure, regulated environment (ITAR/EAR compliance may apply).

Preferred Qualifications

· Experience supporting aerospace, defence, or industrial electronics.

· Familiarity with PCB/PCBA, embedded systems, single-board computers, RF systems, or ruggedized electronics.

· Experience with Lean, Six Sigma, or process-driven repair methodologies.

· Knowledge of ERP/CRM tools (e.g., Oracle, Salesforce, JIRA).

· Soldering certification (IPC‑A‑610, J‑STD‑001) or similar.

Personal Attributes

· Customer-focused mindset with a commitment to service excellence.

· Strong teamwork and cross-functional collaboration skills.

· High integrity and respect for working with sensitive technologies.

· Ability to manage multiple priorities in a fast-paced environment.

Special Qualifications:

Qualifications spéciales

· Desirable- Soldering certification (IPC‑A‑610, J‑STD‑001) or similar.