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

AEROCONTACT; Fort Erie; On-site; CAD 70,000 - 100,000; Full time

Job summary

AEROCONTACT is seeking a Customer Technical Support Representative in Fort Erie, Ontario. The successful candidate will engage with customers on technical matters, provide training, and support the Front Office team. This role requires a college diploma in Aircraft Maintenance and AME licensing, along with significant experience in helicopter products.

Qualifications

• 10+ years’ experience with Airbus Helicopter products.
• Ability to present technical and data metrics clearly.
• Experience working in fast-paced environments.

Responsibilities

• Provide technical liaison between departments and customers.
• Assist customers with technical inquiries via phone and email.
• Monitor open issues to ensure high customer service levels.

Skills

Professional communication

Organizational skills

Customer service

Technical troubleshooting

Education

College Diploma in Aircraft Maintenance

AME M1 and/or M2 License

Job description

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. Works under the direction of the HO Support & Services (solid line) and Technical Support Supervisor (dotted line) but is deployed to the Front Office (FO) team (CSR/CLM/CSM) to provide day-to-day technical input and to ensure FO requirements are prioritized over regular tech support duties. This position will also provide training to the FO team to advance their product and technical knowledge. The incumbent will participate in Canada-wide customer communications related to all aspects of S&S; including Spares, MRO, DCR, tool rental, warranty, PBH, etc. (this includes warranty technical filtering and SAP material notes related to alternate p/ns, new service bulletins, etc.). This FO-deployed Tech rep will also back-up the existing Tech team as necessary. The position manages customer needs related to technical matters, support, product service, and sales warranty. Success is achieved through listening and questioning to ensure understanding and providing sound technical advice. Duties include tracking important customer and product information for business decisions, providing customer intelligence, and understanding customer interests or intentions regarding sales or service. The role involves interacting with all customer levels—from owner/operators to procurement and service technicians—in a customer-centric environment.

Primary Position Responsibilities

Technical Support

• Communicate with customers via phone, email, or technical database to assist with questions on assigned products, Light Helicopters, Medium Twins, or Heavy Helicopters.
• Help troubleshoot problems, provide information, documentation, repair requests, and technical assistance.
• Prioritize support for the AHCA Front Office team, Technical Representatives, Service-centers, and helicopter operators, interfacing with OEM for product improvement and maintenance of optional equipment.
• Explain and resolve technical issues both remotely and during on-site visits.
• Report all customer issues promptly into Airbus WEBTEK database for tracking and reporting, and promote full adoption of WebTek technology within the team.
• Collect incident/accident data and prepare reports for management decisions.
• Monitor and report on open issues to ensure high customer service levels and system accuracy.
• Provide technical updates and excellent customer service to ensure understanding of technical requirements and commitments.
• Participate in on-call/AOG support on a rotating basis for off-hours customer response.
• Develop on-site visit schedules for technical support and training for customers with limited expertise.

Marketing/Sales and Events

• Support marketing activities such as demonstrations, trade shows, presentations, and seminars.
• Attend departmental meetings representing Technical Support.

Tech Data, Maintenance, and Service Recommendations

• Report customer fleet changes and upcoming requirements to support decision-making and forecasting.
• Ensure customers are aware of product capabilities and technical needs, raising awareness for additional training as needed.
• Review part replacements, cannibalizations, and make cost-effective, technically sound recommendations.
• Identify service problem trends and develop procedures to address them.
• Recommend technical changes to improve operations, safety, and costs.
• Collaborate with CSRs and other departments on product, part, or customer specifics.
• Promote sales of R&O, services, and new products, documenting customer intentions.
• Perform standby duty after hours, weekends, and holidays as required.
• Perform other duties as assigned.

Position Requirements

Education

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

Experience

• Preferred background in aircraft maintenance.
• 10+ years’ experience with Airbus Helicopter products, preferably with multiple types.

Knowledge, Skills, Capabilities

• Professional communication skills (written, presentation, verbal).
• Ability to evaluate and interpret contracts, data, and procedures.
• Independent planning and organizational skills.
• Experience working with cross-functional teams and customers in a fast-paced environment.
• High integrity and understanding of protecting company interests while ensuring customer satisfaction.
• Ability to present technical and data metrics clearly and concisely.

Note: This role requires awareness of compliance risks and a commitment to integrity, supporting Airbus’s reputation and growth.

Company: Airbus Helicopters Canada Ltd

Employment Type: Permanent

Experience Level: Professional

Job Family: Customer Eng. & Technical Support & Services

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