Technical Support Specialist

2 months ago

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

We are seeking a highly skilled Technical Support Representative to join our team at Airbus Helicopters Canada Ltd. As a key member of our customer support team, you will provide technical liaison activities between all departments and our customers, ensuring seamless communication and exceptional service.

Key Responsibilities:
  • Provide technical support to customers, including troubleshooting, information, documentation, repair requests, and technical requests.
  • Collaborate with AHCA Technical Representatives, Service-centers, and helicopter operators to resolve technical issues and improve product performance.
  • Explain and resolve technical issues over the phone and in person during on-site visits.
  • Accurately and promptly report customer issues into Airbus WEBTEK database for tracking and reporting.
  • Collect and analyze incident/accident information to prepare reports for effective management and operational decisions.
  • Monitor and report on open issues to ensure high levels of customer service and response times.
  • Provide technical updates to customers using excellent communication skills to ensure understanding of technical requirements and service levels.
  • Participate in on-call/AOG support rotations with other team members to ensure high levels of customer response during off-hours.
  • Develop regular on-site visit schedules to provide technical and product support training to customers.
Requirements:
  • College Diploma in Aircraft Maintenance or a related field.
  • AME, M1, and/or M2 Licence is required.
  • 10 years' experience on Airbus Helicopter products, preferably with multiple types.
Preferred Skills:
  • Professional written, presentation, and verbal communication.
  • Evaluating and interpreting contracts, data deliverables, and procedures.
  • Independent planning and organization.
  • Working with cross-functional teams and customers in a fast-paced environment.
  • A high level of integrity and understanding of protecting company interests while ensuring customer satisfaction.
  • Ability to perform and present technical and metric-oriented data in a clear and concise format.
What We Offer:

We offer a competitive salary, company-paid health, vision, and dental package, pension plan, stock options, service recognition awards, and more.

This role requires an awareness of potential compliance risks and a commitment to act with integrity, as the foundation for our company's success, reputation, and sustainable growth.

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