Spécialiste, Centre de Réponse à la Clientèle / Specialist, Customer Response Center

Airbus; Quebec; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Technical Support Specialist to join their A220 Customer Response Center team in Mirabel, Quebec. This role involves providing essential support to A220 customers worldwide, responding to technical inquiries, and ensuring efficient operation of the aircraft fleet. The ideal candidate will possess a strong background in aircraft systems and customer support, along with excellent problem-solving skills. With a hybrid working policy and numerous development opportunities, this position offers a unique chance to grow within a dynamic and collaborative environment.

Benefits

Attractive Salary

Annual Bonus

Group Insurance Plan

Pension Plan

Share Purchase Plan

Employee Assistance Program

Discount Program

On-site Medical Service

Unlimited Access to E-learning Courses

Competitive Holiday Policy

Qualifications

• 7-10 years of experience in aircraft maintenance or engineering.
• Strong knowledge of aircraft systems and structures.
• Ability to make accurate decisions under pressure.

Responsibilities

• Respond to technical and troubleshooting queries in a 24/7 environment.
• Establish collaborative relationships with Customer Support departments.
• Perform structural damage assessments and suggest repairs.

Skills

Aircraft Systems Knowledge

Customer Support Experience

Problem Solving

Interpersonal Skills

Bilingual (French and English)

Education

AME Licence

Bachelor in Aviation Engineering

Tools

Maintenance and Flight Ops Manuals

Job description

*************************************

Do you have aircraft systems and structure 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 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.

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, on-site cafeterias and a highly competitive holiday policy.

Wellbeing/Health: Employee Assistance Program (EAP), Discount Program and on-site Medical Service.

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.

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 respond 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.)

You have an AME Licence and/or Bachelor degree in aviation engineering or equivalent;

You have seven (7) to ten (10) years of 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.

In this role, the job holder will work on a rotational schedule model 5-5-4.

This role involves travels for business (worldwide).

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

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.

Not a 100% match? No worries! Airbus supports your personal growth with customized development solutions.

Take your career to a new level and apply online now!

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.

Company:

Contract Type:

Job Description:

***English job description follows***

Description de l'emploi :

Vous avez une expérience de l’avion au niveau système et structure, vous avez travaillé au support à la clientèle et vous souhaitez évoluer et développer de nouvelles compétences? Ce poste est pour vous !

Le programme d'avions commerciaux A220 recherche un(e) Spécialiste du Support Technique à la Clientèle pour rejoindre notre équipe Centre de Réponse à la Clientèle basée à Mirabel (Québec, Canada), où vous travaillerai conjointement avec les autres départements d’Airbus soutenant les clients de l’A220 dans le monde.

Vous ferez partie de l’équipe Service d’assistance technique chargée de fournir/coordonner le soutien nécessaire pour permettre l’exploitation efficace de la flotte d’A220 dans le monde entier.

L'organisation de l'équipe est établie de manière à promouvoir la collaboration transversale de manière autonome, en se soutenant mutuellement et en apprenant collectivement.

Votre rôle en tant que Spécialiste du Support Technique à la Clientèle sera de répondre aux questions des clients, ce qui implique la résolution d'une vaste gamme de problèmes en service dans un environnement 24/7.

Votre environnement de travail :

Le siège du programme d'avions commerciaux A220 est situé à Mirabel, dans la région métropolitaine de Montréal, à deux pas de la ville dynamique de Montréal. Réputée pour son environnement paisible sur la région, qui offre une grande qualité de vie aux jeunes professionnels ou aux professionnels expérimentés et ainsi qu'aux familles. En équilibrant parfaitement les opportunités de carrière et les activités de plein air, ce qui en fait un endroit vraiment spécial où il fait bon vivre.

Parce que nous prenons soin de vous :

• Avantages financiers: Salaire attractif, bonus annuel, régime d’assurances collectives, régime de retraite et régime d’achat d’actions.

• Équilibre vie privée / professionnelle: Une politique de travail hybride, une cafétéria sur site, une politique de congés très concurrentielle.

• Bien-être / santé: Programme d’Aide aux Employé.e.s (PAE), programme de rabais et service médical sur site.

• Développement individuel: des opportunités d’évolution et des possibilités de formations nombreuses (catalogue de plus de 10.000 e-formations disponibles en libre accès pour développer votre employabilité, certifications, programmes de développement accéléré, mobilité nationale et internationale).

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.

Vos défis :

• Répondre aux questions techniques et de dépannage des clients, ce qui implique la résolution d'une vaste gamme de problèmes en service dans un environnement 24/7;

• Établir et entretenir une relation de forte collaboration avec les équipes «Customer Support A220» et «Field Service»; et coordonner les activités pour assurer une réponse rapide aux requêtes des clients;

• Effectuer une évaluation initiale des dommages structuraux et suggérer des actions/réparations basées sur des données techniques approuvées (ASRM / ASRP).

• Créer des plans d'action étape par étape pour le dépannage des systèmes mécaniques ou avioniques;

• Assurer une réponse de haute qualité aux questions techniques et de «Trouble shooting» des clients;

• Veiller à la qualité optimale et au suivi des communications entre le CRC et les clients afin d'assurer une clôture professionnelle et rapide des requêtes;

• Travailler en étroite collaboration avec le Chef de Service CRC, pour identifier les solutions optimales aux interruptions techniques et aux événements hors service;

• En fonction des disponibilités, certains déplacements peuvent être nécessaires pour soutenir les activités sur site «AOG’s, heavy checks, etc.»

Votre profil :

• Vous êtes titulaire d’une licence AME et/ou d’un baccalauréat en génie aéronautique ou équivalent ;

• Vous avez de sept (7) à dix (10) ans d’expérience en maintenance et/ou ingénierie d’aéronefs;

• Vous avez un bon niveau de connaissance de l’avion au niveau système et structure, et vous êtes en mesure d’exercer votre bon jugement lors de vos tâches quotidiennes ;

• Vous avez de l'expérience en maintenance ou en ingénierie d'aéronefs ;

• Vous êtes en mesure de traiter efficacement avec les clients dans des circonstances stressantes ;

• Vous êtes capable de prendre des décisions importantes et précises tout en utilisant votre jugement ;

• Vous possédez de solides compétences interpersonnelles et de communication (français et anglais) ;

• Vous avez une expérience de support à la clientèle ;

• Vous êtes à l’aise d’utiliser divers manuels de maintenance et d'opérations de vol;

• Vous aimez travailler au sein d'une équipe passionnée, déterminée et flexible avec des parcours différents.

Dans ce rôle, le candidat sélectionné travaillera sur un modèle de rotation 5-5-4.

Ce poste implique des déplacements professionnels (dans le monde entier).

Vous serez appelé à travailler pendant les week-ends et/ou les périodes de vacances.

Ce travail nécessite une prise de conscience liée à tous les risques potentiels de conformité et à un engagement à agir avec intégrité, ces valeurs sont le fondement du succès, de la réputation et de la croissance durable de l'entreprise.

Vous ne semblez pas correspondre à 100%? Pas d'inquiétude! Airbus vous accompagnera pour trouver le poste qui correspond le mieux à vos compétences et aspirations.

Donnez une nouvelle dimension à votre carrière en soumettant votre candidature en ligne maintenant !

*************************************

Job description:

Do you have aircraft systems and structure 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 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.

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, on-site cafeterias and a highly competitive holiday policy.

• Wellbeing/Health: Employee Assistance Program (EAP), Discount Program and on-site Medical Service.

• 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 respond 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 an AME Licence and/or Bachelor degree in aviation engineering or equivalent;

• You have seven (7) to ten (10) years of 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.

In this role, the job holder will work on a rotational schedule model 5-5-4.

This role involves travels for business (worldwide).

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

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.

Not a 100% match? No worries! Airbus supports your personal growth with customized development solutions.

Take your career to a new level and apply online now!

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.

Company:

Airbus Canada Limited Partnership

Contract Type:

Permanent

Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail] .

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

About Us

A commercial aircraft manufacturer, with Space and Defence as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international – with roughly 148,000 employees at 180 locations globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas.

In Canada, more than 4,500 people work at the ten sites and offices of Airbus and its subsidiaries of which more than 4,000 are in Quebec.

The main production sites are the A220 commercial aircraft programme headquarters and Airbus Atlantic Canada, both in Mirabel, Quebec. Other Airbus sites and subsidiaries are located in Ontario - Airbus Helicopters Canada in Fort Erie and NAVBLUE in Waterloo - Nova Scotia and Quebec.

A member of the Airbus family for more than five years, the A220, designed and assembled in Quebec and acclaimed for its exceptional performance and versatility, has become a preferred choice for airlines.