Technical Support Representative

6 months ago

London, Canada DIAMOND AIRCRAFT INDUSTRIES Full time

Responsible for assisting owners and operators by promptly resolving service difficulties and technical issues, liaising with engineering, airworthiness, sales, and supply chain departments as well as working in tandem with partners/vendors. This position entails in-depth technical knowledge of airframe structure, propulsion systems, flight controls, environmental and avionics systems, for all Diamond aircraft models (present and legacy).

**Responsibilities**:

- _Assist with the service/repair of aircraft both remotely and onsite (globally)_
- _Utilize tools and equipment appropriately and effectively._
- _Share after-hours support needs with other tech reps (i.e., on call phone) _
- _Maintain database of field service issues and communicate effectively with other departments._
- _Support accident investigations (both remotely and onsite)_
- _Prepare, present, and maintain training programs. _
- _Work with fleet customers and the Fleet Manager _
- _Provide technical knowledge and firsthand experience to resolve unique or difficult warranty claims._
- _Assist the parts department to ensure accuracy of customer’s orders - i.e., verifying part numbers and quantity. _
- _Host visiting customers/operators/partners (both current and potential)_
- _Perform all work in accordance with Health and Safety policies._
- _Perform other duties as assigned._
- _Ensure timely response and projects are kept within the specified timeline and milestones are met._
- _Identify and elevate to the appropriate persons any “significant” issues reported. These include, but are not limited to, aircraft accidents, safety of flight concerns, legal concerns, press releases, etc._

**Professional Relationships**:

- _Customers/Operators/Owners: Ensure a positive and professional experience._
- _Other Internal Departments (Engineering, Supply Chain, etc.): Effectively communicate concerns/issues/etc. and assist in resolution._
- _Customer Support: Work cohesively within a team to achieve success in all aspects of support._
- _External Partners (Vendors) - Present a professional and reliable point of contact to achieve goals._

**Preferred Skills & Experience**:

- _High School diploma or equivalent. College diploma or University degree in Aviation an asset_
- _Minimum 3 years directly related professional experience._
- _Strong background in general aviation maintenance (Aircraft Maintenance License Desirable - M1)_
- _Flight experience (Pilots License) desirable_
- _Customer service oriented and effective presentation skills_
- _Knowledge of company, products, and procedures_
- _Airframe, powerplant, propeller, and avionics systems knowledge with strong trouble shooting skills. _
- _Ability to travel internationally, without limitations._
- _Comfortable with technical documents such as drawings, manuals, service instructions, etc._
- _Proficient in PC use, Microsoft Office, Navision, Salesforce, keyboarding, and database management_
- _Ability to gather facts from various sources and multitask, with strong organizational and time management skills._
- _Think “outside the box” and able to make decisions and prioritize tasks independently._
- _Flexibility to work extended hours and/or work weekends/holidays (as required)_
- _Must be confident and professional._

**Expectations**:

- _Appropriate “Business Casual” attire (unless hands-on is required, then the appropriate PPE and clothing will be required - on and off site)_
- _Typical Schedule is 08:00-16:30 EST, Monday to Friday. As the department grows, additional and/or alternative schedules may be considered and implemented on an ad hoc basis to best support our customers across multiple time zones. _
- _Diamond provides 24/7 technical support to its customers and partners. Subsequently, a company laptop and mobile phone may be issued (upon manager’s approval), with the expectation that team members have access and can be accessed outside of traditional business hours (within reason)._
- **We offer competitive compensation packages, based on individual professional and personal suitability, including comprehensive medical benefits, and a commitment to employee training and development.**_
- **If you are interested in this challenging position, we look forward to meeting you**_

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- Monday to Friday

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- London, ON N5V 1S2: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- What is your wage expectation?

**Experience**:

- related: 3 years (preferred)

Work Location: In person

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