Customer Support Representative (H/F) - AIRBUS HELICOPTERS CANADA LTD

AEROCONTACT; Fort Erie; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading company in the aerospace sector is seeking a Customer Support Representative to provide after-sales services for Airbus Helicopters Canada. This full-time position requires managing customer orders, participating in a 24/7 on-call rotation, and ensuring customer satisfaction through effective communication and support. Applicants should have a degree in Business Administration and relevant experience with ERP and CRM systems. Join a diverse workplace committed to inclusion and equal opportunities.

Qualifications

• Experience in customer support or account management required.
• Skills in communication and problem-solving are essential.
• Ability to work independently and handle various tasks.

Responsibilities

• Manage customer repair and overhaul orders and spare part orders.
• Prepare weekly reports for performance and monitor services.
• Participate in a 24/7 on-call rotation for customer support.

Skills

Communication

Data Entry Accuracy

Problem-Solving

Organizational Skills

Adaptability

Education

University degree or college diploma in Business Administration

Tools

ERP/MRP systems (SAP preferred)

CRM experience (Salesforce preferred)

Job description

Job Title: Customer Support Representative

Location: Fort Erie, Ontario

Reporting directly to the Customer Support Supervisor, the CSR is part of a team dedicated to Airbus Helicopters Canada after-sales services. The CSR has direct daily contact with customers regarding their after-sales needs, including:

• Repair & Overhaul Orders (dynamic components, blades, others)
• Rental & Exchange Orders (dynamic components, blades, tools, others)
• Airbus Helicopters Option Sales (STC)
• Spares Part Orders (quoting, order management, returns, etc.)
• Warranty Claims & Orders
• Support and Service Requests

The CSR manages a portfolio of accounts, prepares weekly reports for top performers, and monitors activities such as sales, requests, services, billings, warranties, and repair/exchange actions. They ensure timely deliveries by coordinating with stakeholders and vendors. The role requires participation in a 24/7 on-call rotation, with tools provided for after-hours responsiveness. The main responsibilities include managing repair and overhaul services, spare and option sales, support requests, warranty processing, system maintenance, AOG duties, customer feedback, and continuous improvement initiatives.

Qualifications include a university degree or college diploma in Business Administration, experience with ERP/MRP systems (SAP preferred), CRM experience (Salesforce preferred), and previous customer support or account management experience. Skills required include strong communication, data entry accuracy, problem-solving, organizational skills, and the ability to work independently and adapt to new situations.

The work schedule is Monday to Friday, full-time, 40 hours per week. Airbus Helicopters Canada Ltd is committed to diversity, inclusion, and equal opportunity employment. Applications are accepted without any monetary requirement, and impersonation should be reported.