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ARINCDirect Technical Support
The ARINCDirect Technical Support team, also known as ADTech, comprises avionics technicians varying in backgrounds from military to commercial to business aviation, with experience in both fixed- and rotary-wing aircraft. We also have networking experts who have shifted their expertise from ground networking to SATCOM. Our purpose is to successfully provide you with 24x7x365 remote support for cockpit and cabin services, including VHF/SAT Datalink, LuxStream, Inmarsat JX, Swift Broadband (SBB), Viasat Ku/Ka, and Iridium. Our staff is strategically located in multiple locations around the world, which allows us to sustain a follow-the-sun model to support our international customer base.
ADTech serves as your initial contact to the TCoE and we are your direct escalation point for service issues. We work in tandem with our FSE and OEM colleagues to provide industry-leading remote troubleshooting and support. You can contact us directly by email at [email protected] or by phone at +1 410-266-2266 (Option 5).
Field Service Engineering
With location assignments across the Americas, EMEA and Asia, our Field Service Engineers (FSEs) act as your global ambassadors. When an issue cannot be addressed remotely by the ADTech team, it gets escalated to an FSE who will conduct an onsite visit. To provide the highest level of urgent customer support, FSEs often travel on short notice and over great distances to ensure a fast resolution. Troubleshooting efforts, which can range from five minutes to several hours, typically necessitate working alongside other hardware manufacturers to identify issues. It’s important to note that these local visits are part of your subscription, and you therefore incur no additional cost when they are needed.
While providing onsite support, FSEs often advise and educate customers on new services or future upgrades that are available. We are hardware-agnostic, with primary expertise on hardware (from all OEMs) that supports all the cockpit and cabin services that ADTech supports. Further, FSEs work closely with OEMs and MROs on troubleshooting configurations, and they actively participate in retrofits and entry-into-service activities.
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