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Onsite with a Field Service Engineer: David Melanson

Onsite with a Field Service Engineer: David Melanson

Onsite with a Field Service Engineer: David Melanson

David entered what he considers “this fascinating career of aviation” when enlisted in the Army as a 67R10 Apache Helicopter Crew Chief. Ever since, he’s been committed to be the best technician possible and to excel in every endeavor he pursues.

That means following a customer support philosophy of diligently and promptly assisting customers to resolve their questions and aircraft issues and following up to ensure they are satisfied with the results.

1) What do you do day-to-day?

I respond and support to local customers here in southern California regarding avionics technical issues. Tasks can also include maneuvering through the online Honeywell portal, configuring iPad applications, and troubleshooting software loading. A normal week for me typically means I work from home so I can address technical cases sent to me via the Field Service Engineer (FSE) inbox group, receive calls directly from customers, or deploy to customer sites to dive deeper into an issue.  

2) Tell me about a time you went above and beyond for a customer.

Most recently, I assisted JetsPlus in Fresno with a wireless data loading aboard their Gulfstream. I deployed to their location to configure their iPad, assist with downloads and at the same time had to recover their Honeywell Epic System. They were very appreciative and satisfied with the personal technical support. I think we were quick, on time and expanded the operation and set up of their MyAerospace account. The best part, it really helped for their next month of database loading.

3) What is your best advice for someone who needs support?

The best advice I have is to really think about and pose the correct question. This helps us immensely when trying to find the right solution quickly. Often, an issue would pop-up but they’re not quite sure the resolution and that’s why they reach out to Aerospace Technical Support (ATS). We can provide them with internal engineering support, dig a little deeper to find the real issue, and guide them along the way to find the right resolution. This could also include pointing them to the correct technical publication or resources at Honeywell.

One resource I would like to highlight is the Technical Support online solutions. Not all customers are aware of this resource and the vast knowledge it contains. Each customer has open access to this helpful resource. It advises them on the issue their seeing and the resolution. Sometimes it even eliminates the need to call in.

4) How do you onboard your customers to Honeywell?

I’ll introduce myself as their regional FSE and set up a customer connect visit within the first few months. Once I’m there, I’ll show them the portal and make sure they are set up online. I’ll make further introductions with their local Honeywell Customer Support Manager, Mechanical FSE, as well as their Sales Support team. I also work with the customer to understand if there are any current issues, if they are new to that platform, or if they need any further assistance.

5) What experiences  led you to support customers for Honeywell?

I’ve been working in aerospace avionics for over 30 years standing side by side with customers and companies. It worked out as a great fit to come onboard to Honeywell to provide support and service.

We are here at ATS to support all your avionics technical needs. No question is too small, we’ll be glad to help anytime. That’s all we do, 24/7 coverage around the world. 

Kyle Krone
Senior Marketing Communications Specialist
Kyle Krone is the Senior Marketing Specialist for Customer & Product Support within Honeywell Aerospace. Kyle joined Honeywell in June 2019 and focuses on how to improve the experience for and reputation with customers

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