Aircraft Technical Support Specialist

4 weeks ago

Fort Erie, Ontario, Canada airbus Full time
Job Overview:

POSITION: TECHNICAL SUPPORT REPRESENTATIVE

Location: Central Canada

The Technical Support Representative serves as a vital link between various departments within Airbus Helicopters Canada Ltd and its clientele. This role is crucial in managing the technical and customer service aspects of our operations, ensuring that customer needs are met with expertise and professionalism. The representative is responsible for understanding customer requirements, providing sound technical guidance, and facilitating effective communication between all stakeholders.

KEY RESPONSIBILITIES

Technical Assistance

  • Assist customers in troubleshooting issues, providing necessary information, documentation, and support for repair and technical inquiries.
  • Collaborate with Airbus Technical Representatives, service centers, and helicopter operators, engaging with Original Equipment Manufacturers (OEM) for product enhancements and optional equipment maintenance.
  • Address and resolve technical concerns through phone consultations and on-site visits.
  • Log all customer interactions and issues into the Airbus WEBTEK database for efficient tracking and reporting.
  • Gather incident and accident data, preparing timely reports to inform management decisions.
  • Monitor open issues diligently to maintain high standards of customer service.
  • Communicate technical updates to customers, ensuring clarity and understanding of service commitments.
  • Provide on-call support during off-hours on a rotating schedule with team members.
  • Establish a routine for on-site visits to deliver additional technical training and support to customers.

Technical Data Management and Recommendations

  • Update management on customer fleet changes and upcoming requirements to support informed decision-making.
  • Ensure customers are knowledgeable about product capabilities and identify those needing additional training.
  • Evaluate part replacements and suggest cost-effective solutions while ensuring technical integrity.
  • Identify service problem trends and develop procedures to mitigate these issues.
  • Recommend operational improvements for enhanced safety and cost efficiency.
  • Provide collaborative support and clarification on customer-specific inquiries to other departments.
  • Encourage sales of repairs, services, and new products by sharing relevant customer insights.
  • Be available for standby duty during off-hours to meet customer needs.
  • Perform additional tasks as assigned.

Sales and Marketing Support

  • Assist in marketing initiatives, including demonstrations, trade shows, and presentations.
  • Participate in interdepartmental meetings to represent the Technical Support function.

EDUCATION & QUALIFICATIONS

Education:

  • College Diploma in Aircraft Maintenance or a related discipline.
  • AME, M1 and/or M2 License is mandatory.

Experience:

  • Background in technical or aircraft maintenance.
  • A minimum of 10 years' experience with Airbus Helicopter products, ideally across multiple models.

Skills and Competencies:

  • Exceptional written, verbal, and presentation communication skills.
  • Ability to interpret contracts, data deliverables, and operational procedures.
  • Strong organizational and independent planning skills.
  • Experience working with cross-functional teams in a dynamic environment.
  • High integrity and a commitment to balancing company interests with customer satisfaction.
  • Capability to present technical data clearly and concisely.
  • Eligibility for the Canadian Controlled Goods Program following successful screening.
  • Willingness to travel domestically and internationally as required.

COMPANY OFFERINGS:

We provide a competitive salary, comprehensive health, vision, and dental benefits, a pension plan, stock options, and recognition awards for service.

This position necessitates an awareness of compliance risks and a commitment to integrity, which are essential for the success and reputation of the company.

Company: Airbus Helicopters Canada Ltd

Employment Type: Permanent

Experience Level: Professional

Job Family: Customer Engagement & Technical Support & Services

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