Customer Service Representative

2 months ago

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

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at Airbus Helicopters Canada Ltd. As a Technical Support Specialist, you will provide technical liaison activities between all departments of the company and its customers, ensuring seamless communication and support.

Main Responsibilities:

  • Technical Support:
    • Provide technical assistance to customers, including troubleshooting, information, documentation, repair requests, and technical requests.
    • Support AHCA Technical Representatives, Service-centers, and helicopter operators, and interface with OEMs for product improvement, development, and maintenance of optional equipment.
    • 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 with efficiency.
    • Collect incident/accident information and prepare reports on a timely basis for effective management and operational decisions and actions as required.
    • Monitor and report on all open issues with expediency to ensure high levels of customer service; ensure accurate and prompt in systems/tools.
    • Provide customers with technical updates using excellent customer service and communication skills to ensure an understanding of technical requirements and our commitment to prompt and efficient service level and response time.
    • Provide 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 for providing additional technical and product support training for customers with perceived limited expertise.
  • Technical Data, Maintenance, Component, and Service Recommendations:
    • Report on customer fleet information changes and upcoming customer requirements to management (within database systems if required) to support accurate decision-making, business forecasting, and knowledge of customer operations and requirements.
    • Ensure customers are fully aware of product capability and have required technical expertise, raise awareness of customers who may require enhanced product operation and technical training in Sales-force and to the Tech Support Manager.
    • Review part replacements, cannibalizations for technical merit, alternative solutions, and make recommendations to ensure cost-effective and technically sound actions on the part of AHI and our customers.
    • Participate in identifying trends in the area of service problems and develop procedures/instructions to alleviate problems.
    • Make recommendations for technical change to provide improvement in operations, safety, and operating cost.
    • Provide collaboration, support, and clarification on product, part, or customer specifics to CSRs and other departments as required.
    • Promote and foster sales of R&O, service, and new product, identifying all anecdotal information and clearly stated intention to purchase service or sales to the respective customer support teams, (sales, marketing, etc.).
    • Perform standby duty after hours, weekends, and holidays to respond to customer needs.
    • Other duties as assigned.
  • 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 and Job Requirements:

Education:

  • 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 an understanding of the importance of protecting the interests of the company while also assuring customer satisfaction is critical.
  • 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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