Engineer I (SSO Division - Location: Irvine, CA)

Org Marketing Statement

At Parker Aerospace, we develop technologies and innovative solutions that enable reliable, efficient and increasingly sustainable flight for the lifecycle of the aircraft, including aftermarket support. Our passionate people with deep engineering expertise, together with our breadth of differentiated technologies, ensure that we make the extraordinary happen and continue to shape the future of aviation in partnership with our customers.

As a member of our team, you are instrumental in fulfilling our mission: 'Enabling Engineering Breakthroughs that Lead to a Better Tomorrow.' Pursuing a career at Parker presents unlimited opportunities for both professional and personal development. Working with some of the most brilliant minds in the industry, your contributions will be pivotal in developing innovative technologies and products, significantly contributing to Parker's goal of addressing the world's most pressing engineering challenges. At Parker, our team members belong, matter and make a difference.

Services & Support Operations Division

The Services and Support Operations (SSO) is a global leader of integrated MRO services and support. We are renowned for our exceptional customer service and expertise at every stage of the aircraft lifecycle, providing innovative OEM-quality service solutions across a comprehensive portfolio. We are proud to serve airlines/ business jet operators, the military, airframe/ engine manufacturers, as well as independent service centers. With our extensive network of service teams worldwide, MRO facilities, proprietary predictive modeling, and advanced systems, we offer 24/7 operational and technical support wherever it's needed.

Engineer I (SSO Division - Location: Irvine, CA)

Position Summary

The Engineer I is responsible for providing professional customer support engineering services through the effective management of the Salesforce Queue, timely dissemination and response to customer email communications, and resolution of customer requests.

This position supports the development, execution, and continuous improvement of customer support processes to enhance service efficiency, responsiveness, and overall customer satisfaction. The role works closely with cross-functional teams to address technical and service-related inquiries, ensure accurate case documentation, and perform a broad range of customer support engineering activities in alignment with business objectives and service standards.

Essential Functions:

• In a team environment, manages assigned customer support activities by reviewing customer requests, analyzing reported issues, and responding through established service channels, including the Salesforce Queue and email communications.
• Provides routine customer support engineering assistance by applying basic engineering knowledge, product understanding, and established business procedures to address customer inquiries, technical questions, and service-related requests.
• Monitors, prioritizes, and maintains the Salesforce Queue to ensure timely case assignment, response, follow-up, escalation, and closure in accordance with departmental service expectations and customer support standards.
• Disseminates customer-related email communications accurately and professionally, ensuring requests are directed to the appropriate individuals or functional teams and that required follow-up actions are completed.
• Investigates customer concerns and support issues by gathering relevant information, reviewing specifications, product data, historical case details, and internal resources to determine appropriate responses or recommended actions.
• Completes defined support engineering tasks such as preparing case documentation, drafting technical responses, updating customer records, coordinating issue resolution, and maintaining accurate files and reports related to customer support activities.
• Supports the design, implementation, and continuous improvement of customer support processes by identifying workflow gaps, recommending practical improvements, and contributing to standard work, procedures, and service documentation.
• Works cross-functionally with engineering, customer service, sales, quality, operations, and other internal teams to resolve customer requests, communicate technical information, and support effective issue resolution.
• Applies established engineering practices, customer service standards, and documentation methods to ensure consistency, accuracy, and quality in all customer support engineering activities.
• Develops reports, summaries, and support documentation in response to customer inquiries, internal information requests, and routine service performance tracking.
• Participates in continuous improvement initiatives by supporting lean practices, process standardization, and efficiency improvements that enhance response time, service quality, and customer satisfaction.
• Maintains professional and technical knowledge by participating in training, reviewing technical and business materials, and remaining current on products, systems, processes, and customer support tools.
• Work assignments may include cross-functional initiatives, project support, and collaboration with other teams or individuals as needed to meet departmental and organizational objectives.

Qualifications:

• Bachelor's degree in Engineering, Engineering Technology, Science, or other related technical discipline required. Equivalent technical education, training, or relevant professional certification may be considered where appropriate.
• Entry-level professional position intended for candidates with foundational engineering knowledge and limited prior experience. Relevant internship, co-op, or early career experience in customer support, applications engineering, technical service, or related functions is preferred.
• Fundamental knowledge of engineering principles, concepts, and problem-solving techniques, with the ability to apply technical understanding to customer inquiries, case evaluation, process support, and issue resolution.
• Basic understanding of customer support engineering practices, including case management, technical response coordination, issue documentation, and cross-functional support of customer needs.
• Working knowledge of business systems and digital tools used to support customer service operations, such as Salesforce or similar case management/CRM platforms, shared inbox management, and standard Microsoft Office applications. Ability to learn company-specific tools, databases, and workflows quickly.
• Ability to manage multiple assignments in a fast-paced environment, including prioritizing Salesforce Queue activities, responding to customer requests, tracking open issues, and ensuring timely follow-up on assigned actions.
• Strong written and verbal communication skills, with the ability to prepare clear, professional email correspondence, document technical and service-related information accurately, and communicate effectively with customers, sales teams, operations, and engineering personnel.
• Demonstrated attention to detail and organizational skills, including the ability to maintain accurate case records, monitor response timelines, and support documentation requirements in accordance with company standards.
• Ability to support process improvement initiatives by identifying recurring issues, recommending practical solutions, and contributing to the development and enhancement of customer support processes, workflows, and service practices.
• General knowledge of products, customers, and application requirements relevant to the assigned business or product line, or the ability to develop such knowledge quickly through training and on-the-job experience.
• Ability to interpret technical documents, specifications, reports, and internal procedures and use that information to support customer inquiries and internal decision-making.
• Ability to work with general supervision and established procedures, while exercising sound judgment in prioritizing tasks, escalating issues appropriately, and determining next steps within defined guidelines.
• Demonstrated teamwork and collaboration skills, with the ability to work effectively across customer service, sales, manufacturing, quality, and engineering functions to support customer satisfaction and business objectives.
• Commitment to continuous learning and professional development, including building technical product knowledge, strengthening customer support capabilities, and adapting to evolving systems, processes, and business needs.

This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements. Must be a US Citizen.

Drug-Free Workplace

In accordance with Parker's policies and applicable state laws, Parker provides for a drug-free workplace. Therefore, all applicants seeking employment with Parker will be subject to drug testing as a condition of employment.

Pay, Benefits, Work Schedule

Competitive Compensation

• Pay Range: $72650 to $121050 annually
• Participation in Annual Incentive Program

Benefit & Retirement Plans

Parker offers competitive benefit programs, including:

• Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary optional life, accident insurance, hospital indemnity insurance and critical illness insurance with competitive premium cost.
• 401(k) Plan with company matching contributions at 100% of the first 5% of pay.
• Company provided defined-contribution retirement plan with annual contribution equal to 3% of pay.
• Career development and tuition reimbursement.
• Other benefits including paid parental leave, short and long-term disability programs, adoption assistance, a Care.com membership and financial planning assistance are provided at no cost to you.
• Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.
• Paid Time Off and Company-Paid Holidays.
  

Equal Employment Opportunity

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

("Minority / Female / Disability / Veteran / VEVRAA Federal Contractor")

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Employees & Job Applicants | U.S. Equal Employment Opportunity Commission