Aerospace 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 all divisions of Airbus Helicopters Canada Ltd and its clientele. This role is specifically tailored to provide comprehensive technical assistance for various aircraft and systems. The representative is responsible for managing customer interests in technical issues, support services, and sales, ensuring a thorough understanding through effective communication and problem-solving.

KEY RESPONSIBILITIES

Technical Assistance

  • Assist customers in troubleshooting technical issues; provide information, documentation, and support for repair and technical inquiries.
  • Collaborate with Airbus Technical Representatives, service centers, and helicopter operators, engaging with OEMs for product enhancements and maintenance of optional equipment.
  • Address and resolve technical concerns via phone and during on-site visits.
  • Log all customer interactions into the Airbus WEBTEK database for efficient tracking and reporting.
  • Gather incident and accident data, preparing timely reports for management to inform operational decisions.
  • Monitor ongoing issues to ensure high standards of customer service and prompt resolution.
  • Communicate technical updates to customers, ensuring clarity and understanding of requirements and service commitments.
  • Provide on-call support on a rotating schedule to maintain customer service levels during off-hours.
  • Establish a regular schedule for on-site visits to deliver additional technical training and support to customers.

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 further technical training.
  • Evaluate part replacements and alternative solutions, making recommendations for cost-effective actions.
  • Identify trends in service issues and develop procedural improvements.
  • Recommend technical changes to enhance operations, safety, and cost efficiency.
  • Provide support and clarification on product and customer specifics to other departments as needed.
  • Encourage sales of repairs, services, and new products by identifying customer interests.
  • Be available for standby duty after hours and on weekends to address 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 to represent Technical Support.

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 evaluate and interpret contracts and technical data.
  • Strong organizational and planning skills.
  • Experience working with cross-functional teams in a dynamic environment.
  • High integrity and commitment to customer satisfaction while protecting company interests.
  • Capability to present technical data clearly and concisely.
  • Eligibility for the Canadian Controlled Goods Program upon successful screening.
  • Willingness to travel domestically and internationally as required.

ADDITIONAL INFORMATION:

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

This position requires a commitment to integrity and compliance, which are essential for the success and reputation of Airbus Helicopters Canada Ltd.

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