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 crucial link between all divisions of Airbus Helicopters Canada Ltd and its clientele. This role is dedicated to managing the technical needs and overall satisfaction of customers, ensuring they receive comprehensive support in service and sales. By actively listening and engaging with customers, the representative provides expert technical guidance, tracks essential customer and product data, and conveys vital insights regarding customer interests and purchasing intentions to relevant departments.

This position requires proactive interaction with a diverse range of customers, from operators to service technicians, within a framework focused on customer excellence.

KEY RESPONSIBILITIES

Technical Assistance

  • Assist customers in troubleshooting issues, providing necessary information, documentation, and technical support.
  • Collaborate with Airbus Technical Representatives, service centers, and helicopter operators, engaging with OEMs for product enhancements and optional equipment development.
  • Communicate and resolve technical concerns via phone and during on-site visits.
  • Document all customer interactions in the Airbus WEBTEK database for efficient tracking and reporting.
  • Gather incident and accident data, preparing timely reports for management decision-making.
  • Monitor ongoing issues and ensure prompt resolution to maintain high customer service standards.
  • Deliver technical updates to customers, utilizing strong communication skills to clarify technical requirements and service commitments.
  • Provide on-call support on a rotating schedule to address customer needs outside regular hours.
  • Establish a routine for on-site visits to offer additional technical training and support to customers with limited expertise.

Technical Documentation and Recommendations

  • Report changes in customer fleet information and upcoming requirements to management for informed decision-making.
  • Ensure customers are knowledgeable about product capabilities and identify those needing enhanced training.
  • Evaluate part replacements and alternative solutions, making recommendations for cost-effective and technically sound actions.
  • Identify trends in service issues and develop procedures to mitigate these problems.
  • Suggest technical improvements to enhance operations, safety, and cost efficiency.
  • Provide support and clarification on product specifics to Customer Service Representatives and other departments.
  • Encourage sales of repairs, services, and new products by communicating customer intentions to the relevant teams.
  • Be available for standby duty after hours, weekends, and holidays to meet customer needs.
  • Perform additional duties as assigned.

Sales and Marketing Support

  • Assist in marketing initiatives, including demonstrations, trade shows, and presentations.
  • Participate in interdepartmental meetings, representing 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 types.

Skills and Competencies:

  • Exceptional written, verbal, and presentation communication skills.
  • Ability to evaluate and 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 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.

Additional Information:

We offer a competitive salary along with a comprehensive benefits package, including health, vision, and dental coverage, a pension plan, stock options, and recognition awards.

This role requires an understanding of compliance risks and a commitment to integrity, which are fundamental to 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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