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

AEROCONTACT; Fort Erie; On-site; CAD 60,000 - 80,000; Full time

Job summary

AEROCONTACT is looking for a Customer Technical Support Representative to provide technical liaison between departments and customers at Airbus Helicopters Canada. This full-time role involves managing customer communications, troubleshooting issues, and supporting marketing activities. Ideal candidates should have a college diploma in Aircraft Maintenance and significant experience with Airbus products.

Qualifications

• 10+ years' experience on Airbus Helicopter products preferred.
• Strong communication, data evaluation, organizational, and teamwork skills.

Responsibilities

• Assist customers via phone and email with technical questions.
• Troubleshoot problems and provide documentation.
• Support the Front Office team and liaise with OEM for improvements.

Skills

Communication

Data Evaluation

Organizational Skills

Teamwork

Education

College Diploma in Aircraft Maintenance

AME, M1, and/or M2 Licence

Job description

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

Join to apply for the Customer Technical Support Representative (H/F) - AIRBUS HELICOPTERS CANADA LTD role at AEROCONTACT

Job Description:

WE’RE LOOKING FOR A CUSTOMER TECHNICAL SUPPORT REPRESENTATIVE

Location: FORT ERIE, ON

Position Summary: The Customer Technical Support Representative provides technical liaison activities between all departments of AHCA and its customer base. Working under the direction of the HO Support & Services (solid line) and Technical Support Supervisor (dotted line), this role is deployed to the Front Office (FO) team (CSR/CLM/CSM) to provide day-to-day technical input and ensure FO requirements are prioritized. The position also involves training the FO team to enhance their product and technical knowledge. Responsibilities include managing customer communications related to Spares, MRO, DCR, tool rental, warranty, PBH, etc., and providing technical support and advice to customers and internal teams.

Primary Responsibilities:

• Assist customers via phone, email, or technical database with questions on Light, Medium Twins, or Heavy Helicopters.
• Troubleshoot problems, provide technical documentation, and handle repair requests.
• Support the AHCA Front Office team, Technical Representatives, Service-centers, and helicopter operators, liaising with OEM for product improvements.
• Explain and resolve technical issues both remotely and on-site.
• Report customer issues into Airbus WEBTEK database for tracking and reporting.
• Monitor and report on open issues, ensuring high customer service levels.
• Provide technical updates to customers and support on-call/AOG support on a rotating basis.
• Plan and conduct on-site technical and product support training.

Marketing/Sales & Company Events:

• Support marketing activities like demonstrations, trade shows, and seminars.
• Participate in meetings with departments such as Customer Support, Sales, and Marketing.

Technical Data & Service Recommendations:

• Report on fleet information and customer requirements.
• Ensure customers are aware of product capabilities and technical requirements.
• Review part replacements and make cost-effective, technically sound recommendations.
• Identify trends in service problems and develop procedures to address them.
• Promote sales of R&O, service, and new products.
• Perform standby duty after hours, weekends, and holidays as needed.

Position Requirements:

• College Diploma in Aircraft Maintenance or related field; AME, M1, and/or M2 Licence required.
• 10+ years' experience on Airbus Helicopter products preferred.
• Strong communication, data evaluation, organizational, and teamwork skills.

This role requires awareness of compliance risks and a commitment to acting with integrity. Airbus is committed to diversity and inclusion and welcomes applications from all backgrounds.

Company: Airbus Helicopters Canada Ltd

Employment Type: Permanent, Full-time

Experience Level: Professional

Job Family: Customer Engineering & Technical Support & Services

By submitting your CV or application, you consent to Airbus storing and using your information for monitoring purposes related to your application or future employment. Airbus promotes equal opportunity employment and does not ask for monetary payments during recruitment. Report impersonation attempts to [e-mail].