Technical Support Specialist

1 month 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 of AHCA and its customer, ensuring seamless communication and effective problem-solving.

Main 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 all customer issues into Airbus WEBTEK database/tool for tracking and reporting on service data.
  • Collect incident/accident information and prepare reports for effective management and operational decisions.
  • Monitor and report on all open issues to ensure high levels of customer service.
  • Provide customers with technical updates and communicate effectively to ensure understanding of technical requirements and service level agreements.
  • Participate in on-call/AOG support on a rotating basis 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 for customers with limited expertise.

Technical Data, Maintenance, Component, and Service Recommendations:

  • Report on customer fleet information changes and upcoming customer requirements to management to support accurate decision-making.
  • Ensure customers are aware of product capabilities and have required technical expertise, raising awareness of customers who may require enhanced product operation and technical training.
  • Review part replacements, cannibalizations, and make recommendations for cost-effective and technically sound actions.
  • Participate in identifying trends in service problems and develop procedures to alleviate issues.
  • Make recommendations for technical changes to improve operations, safety, and operating costs.
  • Provide collaboration, support, and clarification on product, part, or customer specifics to CSRs and other departments.
  • Promote and foster sales of R&O, service, and new product, identifying anecdotal information and clearly stated intention to purchase service or sales.
  • Perform standby duty after hours, weekends, and holidays to respond to customer needs.

Sales, Tradeshows, and Company Events:

  • Support marketing activities such as demonstrations, tradeshows, presentations, and seminars.
  • Attend meetings with different departments, such as Customer Support, Sales, and Marketing, and represent Technical Support.

Education & Job Requirements:

  • College Diploma in Aircraft Maintenance or a related field.
  • AME, M1, and/or M2 Licence is required.

Experience:

  • Technical/aircraft maintenance background.
  • 10 years' experience on Airbus Helicopter products, preferably with multiple types.

Knowledge, Skills, Demonstrated Capabilities:

  • 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 the company's interests while ensuring customer satisfaction.
  • Ability to perform and present technical and metric-oriented data in a clear and concise format.
  • Eligible to enroll in the Canadian Controlled Goods Program through successful screening.
  • Must be able to occasionally travel domestically and internationally.

Other Information:

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

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

Company:

Airbus Helicopters Canada Ltd

Employment Type:

Permanent

Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services

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