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Lockheed Martin AMMS Technical Service Engineer in Trumbull, Connecticut

COVID-19 continues to significantly impact our employees, families and communities. With employee health and safety as our top priority, and as a federal contractor, Lockheed Martin is taking action to address the increased risk and uncertainty COVID-19 variants pose in the workplace and ensuring we meet our commitments to national security.

To uphold safety for all employees, we will continue to request vaccination status for all Lockheed Martin employees including new hires. All current and newly hired employees are required to follow onsite safety measures based upon the COVID-19 Community Level at the specific work location.

Description: We are seeking a new kind of Technical Service Engineer to join the Information Systems & Innovation (IS&I) organization. The ideal candidate will not be defined by a specific discipline, rather by a unique and “iconoclastic” experience, style, and point of view. Our team is eclectic because we believe that it makes us stronger. We welcome designers, inventors, scientists, or scholars, as long as you like to support solutions that matter! Impact is key.

The Aurora Maintenance Management System (AMMS) is one of Lockheed Martin’s newest fleet sustainment solutions. Aurora is an all-encompassing sustainment management solution that records, manages, and reports essential maintenance information for the efficient and safe operation of enrolled platforms which are used in land, air, sea, and space environments. Our products are designed to provide our customers with an interactive experience within their respected areas of operations. By leveraging the most current technological software advances, our developers are rapidly expanding the product offerings from a simple application to an in-depth interactive experience. We believe that this will encourage maintainers to become even more significant contributors to system sustainment.

This role will be responsible for supporting our customers with integrated software solutions that assist in complex system sustainment though the utilization of the Aurora Maintenance Management System (AMMS). The successful candidate will be supporting the AMMS team and product manager, who is the primary interface between multiple internal and external organizations.

Characteristics of a successful candidate include:

• Active autonomy in an agile, collaborative environment

• Orthogonal and counterintuitive thinking; “think outside the box”, critical thinker

• Proficiency crafting creative solutions that communicate complex concepts simply

• Adventurous personality, boundless optimism, and desire for positive change

Elements of Role

• Field internal and external customer correspondence to include requests for technical assistance, maintenance guidance, product demonstrations, etc.

• Talk customers through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue

• Ask customers targeted questions to quickly understand the root cause of the problem

• Diagnose and troubleshoot minor technical issues, including account setup and access

• Ensure all issues are properly logged

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

• Prioritize and manage several open issues at one time

• Track customer issues through to resolution, within agreed time limits

• Provide prompt and accurate feedback to customers

• Follow up with clients to ensure they are fully functional after troubleshooting

• Prepare accurate and timely activity & status reports as required

• Document technical knowledge in the form of notes and manuals

• Maintain positive and professional relationships with internal and external customers

• Travel both international & domestic for customer visits

Basic Qualifications:

• Ability to provide step-by-step technical help, both written and verbal

• Familiarity with or desire to learn about complex systems operations/sustainment

• Desire to work with limited direction to accomplish project goals

• Enhanced MSOffice Proficiency (Excel, Word, PowerPoint, Project, Visio, Timeline)

• Clear, concise oral and written communication skills

• Ability to be detail oriented while focusing on the “big picture”

• Ability to effectively work with internal & external customers

• Ability to work independently or on a team

• Good understanding of computer systems, mobile devices, and other tech products

• Ability to diagnose and troubleshoot basic technical issues

• Proven customer service interactions

U.S Citizenship Required.

Desired Skills:

• Proficiency in project management and expertise in PM applications such as Jira and Confluence

• Experience with data collection and analytical analysis

• Experience with supporting mobile devices, applications and/or technologies

• XML/html knowledge a plus

• Software user interface design a plus

• Technical writing/IETM user experience a plus

• Aircraft maintenance experience a plus

• Cost Account Manager (CAM) a plus

• Ability to acquire US Government Security Clearance a plus

BASIC QUALIFICATIONS:

job.Qualifications

Lockheed Martin is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Join us at Lockheed Martin, where your mission is ours. Our customers tackle the hardest missions. Those that demand extraordinary amounts of courage, resilience and precision. They’re dangerous. Critical. Sometimes they even provide an opportunity to change the world and save lives. Those are the missions we care about.

As a leading technology innovation company, Lockheed Martin’s vast team works with partners around the world to bring proven performance to our customers’ toughest challenges. Lockheed Martin has employees based in many states throughout the U.S., and Internationally, with business locations in many nations and territories.

EXPERIENCE LEVEL:

Experienced Professional

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