Customer Technical Support Specialist / Spécialiste du Support Technique à la Clientèle

Airbus; Montreal (administrative region); On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus

Group insurance

Pension plan

Share purchase plan

Job summary

Airbus is seeking a Customer Technical Support Specialist for the A220 CRC in Mirabel (Québec, Canada). You will respond to customer inquiries, coordinate with cross-functional teams, and help resolve in-service issues around the world.

Role includes a 5/5/4 rotation, occasional travel (~25% domestically and internationally), and collaboration to provide timely, high-quality support in a fast-paced environment.

Qualifications

• 3–5 years of aircraft maintenance and/or engineering experience.
• Knowledge of aircraft systems and structures.
• Ability to deal with customers under stress and make sound judgments.
• Fluency in English and French.

Responsibilities

• Respond to customers’ technical and troubleshooting queries in a 24/7 environment.
• Coordinate with Customer Support and Field Services teams to ensure prompt responses.
• Perform initial structural damage assessments and suggest action or repairs based on approved data.
• Create step-by-step troubleshooting plans for mechanical systems or avionics.
• Ensure first-time quality responses and maintain CRC communications with customers.
• Be prepared to travel on-site for AOGs or heavy checks as needed.
• Work with the CRC Section Chief to identify optimal solutions for interruptions.

Skills

AME Licence

Customer support

English/French

Education

Bachelor in Aviation Engineering

AME Licence E

Job description

Do you have aircraft systems, avionic and electrical technical knowledge, have you worked in 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.

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.

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

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.

Chez Airbus, nous vous aidons à travailler, à vous connecter et à collaborer plus facilement et de manière plus flexible. Partout où cela est possible, nous favorisons la flexibilité dans nos modes de travail afin de stimuler l'esprit d'innovation.

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 boarding pass:

• You have AME Licence E and/or Bachelor degree in aviation engineering or equivalent;
• You have three (3) to five (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 and Flight Ops manuals;
• You enjoy working within a passionate, determined and flexible team with different backgrounds.
• This position is located in Mirabel in the Customer Response Center.

In this role, the job holder will work on a rotational schedule model 5/5/4, and will report to the CRC Section Chief.

This role involves travels for business (worldwide).

Travel Required: Occasional travel within [country] & Overseas

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

Travel Required: ~25% Domestic and International.

On-call 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.