Head, Support and Services
1 week ago
Position Location: Fort Erie, Ontario
The Head of Support and Services oversees operational and financial performance of S&S activities in Canada, ensuring alignment with AHCA/AHNA Group objectives. This role drives customer satisfaction strategy in Canada in collaboration with the Regional Support and Services Head, serving as the primary point of contact for Canadian customers and leading S&S business development, including MRO.
Main Responsibilities:
- Develop and manage Support & Services activities in Canada.
- Implement customer satisfaction improvement plan in alignment with AHNA and AH global strategy.
- Lead the MRO strategy locally and globally.
- Support development of STC's and SB's, working with HoR for connected services and technical support.
- Participate in defining product improvements, STC, and market pricing guidance.
Customer Support and Relationship:
- Enhance customer relationships through proactive communication, transparency, and relationship building measures.
- Develop an efficient front office for Canadian customers and ensure adequate staffing for service levels.
- Participate in customer complaints analysis meetings and drive actions closure.
- Consolidate CRM and identify sales opportunities for services and equipment.
Spare Part Deliveries:
- Ensure on-time spare part deliveries.
- Maintain transparent communication with customers regarding deliveries.
- Drive forecasting for customer spares needs and digitization of front office.
- Implement improvement initiatives for front office.
Maintenance Repair and Overhaul:
- Implement regional MRO strategy based on market forecast and customer center capabilities/performance.
- Support R&O activities in North America and manage AH Canada's Repair & Overhaul activities.
- Set targets for profitability and optimize cost-effective approaches.
- Monitor KPIs and identify after-market opportunities.
Technical Support:
- Ensure timely fulfillment of customer technical support needs.
- Manage Technical Support operations and drive improvement initiatives.
- Implement tech support digitalization for enhanced service.
Position Requirements:
- Bachelor's Degree in Engineering or equivalent experience.
- 10 years of management experience in Maintenance Repair & Overhaul.
- Strong knowledge of Airbus Helicopters Range.
Skills and Proficiencies:
- Culture of high standards and customer responsiveness.
- Strong project management capabilities.
- International business knowledge application.
- Leadership, conflict resolution, and creative thinking skills.
- Ability to work under pressure and deadlines.
- Proficiency in Google suite, advanced computer skills, and SAP.
This role requires integrity and commitment to compliance, essential for the Company's success and growth.
Company: Airbus Helicopters Canada Ltd
Employment Type: Permanent
Experience Level: Professional
Job Family: Customer Eng. & Technical Support & Services
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