Customer support specialist, Customer Response Center

Airbus; Montreal (administrative region); On-site; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Annual bonus

Group insurance

Pension plan

Share plan

Hybrid work

On-site medical service

EAP

Job summary

Airbus in Mirabel, QC, is seeking a Customer Technical Support Specialist for the A220 CRC. Respond to technical queries, coordinate cross-functional teams, and perform damage assessments in a 24/7 environment. Join a collaborative team with opportunities for development and global interaction.

Role requires AME Licence M2 or equivalent, 3–5 years in maintenance/engineering, and strong English/French skills. Travel up to 25% and weekend/holiday coverage may be required.

Qualifications

• AME Licence M2 or Bachelor in aviation engineering or equivalent.
• 3–5 years’ experience in aircraft maintenance and/or engineering.
• Good knowledge of aircraft systems and structures.
• Ability to handle customers under pressure and make sound decisions.
• Strong interpersonal and communication skills in French and English.

Responsibilities

• Respond to customer technical and troubleshooting queries 24/7.
• Coordinate with Customer Support and Field Services for prompt responses.
• Perform initial structure damage assessments and suggest actions.
• Create step-by-step plans for troubleshooting mechanical/avionics systems.
• Ensure first-time quality responses and timely CRC communications.
• Work with CRC Section Chief to resolve interruptions and outages.
• Travel up to ~25% domestically/internationally; weekend/holiday duties may apply.

Skills

Customer support

Communication skills

Troubleshooting

Aviation knowledge

Stakeholder collaboration

Education

AME Licence M2

Bachelor in aviation engineering

Tools

Maintenance manuals

Job description

Do you have aircraft systems or avionics knowledge? Have you worked in a customer support environment and would you like to progress and develop new skills? Then this job is for you!

The A220 commercial aircraft Programme is looking for a Customer Technical Support Specialist to join our A220 Customer Response Center CRC team based in Mirabel (Québec, Canada), where you will work jointly with the other Airbus departments supporting A220 customers around the world.

You will be part of the Technical Help Desk team responsible for providing/coordinating required support to enable efficient operation of the A220 fleet worldwide.

The team organization is established to promote cross-collaboration autonomously, supporting each other and learning collectively.

Your role as Customer Technical Support Specialist will be to respond to customers enquiries, which involve resolving a wide range of in-service issues within a 24/7 environment, on 12hrs rotating shift (4-5-5)

Your working environment:

The A220 commercial aircraft Programme is headquartered in Mirabel, in the greater Montreal area, where the vibrant city of Montreal is just a stone’s throw away. Known for its peaceful and safe environment, the region offers a high quality of life for younger or experienced professionals and families, perfectly balancing career opportunities and outdoor activities that makes it a truly special place to call home.

How we care for you:

• Financial rewards: Attractive salary, annual bonus, group insurance plan, pension plan and share purchase plan.
• Work / Life Balance: A hybrid working policy (based on operational needs), on-site cafeterias and a highly competitive holiday policy.
• Wellbeing/Health: Employee Assistance Program (EAP), Discount Program, on-site Medical Service, access to a public shuttle service between Laval (Montmorency metro station) and Mirabel, and a carpooling application.
• Individual development: Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, accelerated development programmes, national and international mobility.

Your challenges:

• Respond to customers technical and troubleshooting queries, which involve resolving a wide range of in-service issues within a 24/7 environment;
• Establish and maintain a strong collaborative relationship with the different Customer Support departments and Field Services teams, and coordinate activity to ensure prompt response to customer queries;
• Perform an initial structural damage assessment and suggest actions / repairs based on approved technical data such as the structures repair publication;
• Create step-by-step action plans for troubleshooting mechanical systems or avionics
• Ensure a first time quality response to customer’s technical and troubleshooting queries.
• Maintain optimal quality and follow up of the CRC communications with customers, ensure professional and timely closure.
• Work closely with the CRC Section Chief to identify the optimal solutions to technical interruptions and out of service events.
• Based on availability, some travel may be required to support On-site activities (AOG’s, heavy checks, etc.)

Your profile

• You have an AME Licence M2 and/or Bachelor degree in aviation engineering or equivalent
• You have 3 to 5 years experience in aircraft maintenance and/or engineering;
• You have a good level of knowledge of aircraft systems and structures and are able to use common sense in your daily activities;
• You have the ability to deal effectively with customers, under somewhat stressful circumstances;
• You have the ability to make good and accurate decisions exercising good judgment skills.
• You have strong interpersonal and communication skills (French and English);
• You have customer support experience;
• You have a good knowledge of aircraft Maintenance manuals;
• You enjoy working within a passionate, determined and flexible team with different backgrounds.

Regular business travels will be expected; consequently, you must be willing to travel accordingly.

Travel Required: ~25% Domestic and International.

On duties during week-ends and/or holiday seasons.

Due to the sector of activity (aerospace), frequent contacts with Airbus entities worldwide, and interactions with suppliers and clients also located across the globe, proficiency in English is required for this position.

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.

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.