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

Prestwick Aerosystems; Mirabel; On-site; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Hybrid policy

Annual bonus

Group insurance plan

Pension plan

Share purchase plan

Job summary

Airbus Canada Limited Partnership in Mirabel, QC, is seeking a Customer Technical Support Specialist (A220) to provide expert technical support to customers in a 24/7 in-service environment. The role requires 3–5 years in maintenance/engineering, AME E license or aviation degree, and strong bilingual communication in French and English.

Based in Mirabel, the position offers permanent, on-site work with travel as needed, and collaboration with CRC and Field Service teams to resolve complex

Qualifications

• 3–5 years of aircraft maintenance and/or engineering experience.
• Licensure in AME E or equivalent; or a Bachelor's in aviation engineering.
• Strong knowledge of aircraft systems, avionics, electrical and navigation.
• Excellent client-facing skills and ability to work under pressure.
• French and English bilingual proficiency.

Responsibilities

• Respond to customer technical questions and troubleshoot in a 24/7 in-service environment.
• Collaborate with Customer Support A220 and Field Service teams to coordinate rapid responses.
• Perform initial assessments of avionics, electrical, and structural issues and propose repairs.
• Create step-by-step action plans for troubleshooting mechanical or avionics systems.
• Ensure high-quality, timely communication and closing of customer queries.

Skills

Interpersonal skills

Customer communication

Bilingual FR/EN

Decision making under pressure

Education

AME E license

Bachelor's degree in aviation engineering

Job description

Customer Technical Support Specialist (A220)

Location: Mirabel, Québec, Canada.

Key Responsibilities

• 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;
• Respond to customers enquiries, which involve resolving a wide range of in-service issues within a 24/7 environment;
• Établir et entretenir une relation de forte collaboration avec les équipes «Customer Support A220» et «Field Service»;
• 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;
• Effectuer une évaluation initiale des problèmes avioniques, électriques et structuraux, suggérer des actions/réparations basées sur des données techniques approuvées (ASRM / ASRP);
• Perform an initial structural damage assessment and suggest actions / repairs based on approved technical data such as the structures repair publication;
• Créer des plans d'action étape par étape pour le dépannage des systèmes mécaniques ou avioniques;
• Identify how to create step‑by‑step action plans for troubleshooting mechanical or avionics systems;
• Assurer une réponse de haute qualité aux questions techniques et de «Trouble shooting» des clients;
• Ensure a first‑time quality response to customer’s technical and troubleshooting queries;
• 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;
• Maintain optimal quality and follow up of the CRC communications with customers, ensure professional and timely closure;
• Travailler en étroite collaboration avec le Chef de Service CRC, pour identifier les solutions optimales aux interruptions techniques et aux événements hors service;
• Work closely with the CRC Section Chief to identify the optimal solutions to technical interruptions and out‑of‑service events;
• En fonction des disponibilités, certains déplacements peuvent être nécessaires pour soutenir les activités sur site «AOG’s, heavy checks,» etc.;
• Based on availability, some travel may be required to support on‑site activities (AOG’s, heavy checks, etc.)

Required Profile

• Vous êtes titulaire d’une licence AME E et/ou d’un baccalauréat en génie aéronautique ou équivalent;
• You have a Bachelor degree in aviation engineering or equivalent;
• Vous avez de trois (3) à cinq (5) ans d’expériences en maintenance et/ou ingénierie d’aéronefs;
• You have three (3) to five (5) years experience in aircraft maintenance and/or engineering;
• Vous avez un bon niveau de connaissance de l’avion au niveau système, avionique, électrique, navigation, et vous êtes en mesure d’exercer votre bon jugement lors de vos tâches quotidiennes;
• You have a good level of knowledge of aircraft systems and structures and are able to use common sense in your daily activities;
• Vous avez de l'expérience en maintenance ou en ingénierie d'aéronefs;
• You have the ability to deal effectively with customers, under somewhat stressful circumstances;
• 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;
• You have strong interpersonal and communication skills (French and English);
• Vous avez une expérience de support à la clientèle;
• You have customer support experience;
• Vous êtes à l’aise d’utiliser divers manuels de maintenance & d'opérations de vol ;
• You have good knowledge of aircraft Maintenance and Flight Ops manuals;
• Vous aimez travailler au sein d'une équipe passionnée, déterminée et flexible avec des parcours différents ;
• You enjoy working within a passionate, determined and flexible team with different backgrounds.

Benefits

• 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, certifications, accelerated development programmes, national and international mobility.

Location and Travel

This position is located in Mirabel in the Customer Response Center.

Travel: Occasional travel within Canada & overseas. Regular business travels expected; approximately 25% domestic and international travel.

On‑call duties during weekends and/or holiday seasons.

Job Details

• Company: Airbus Canada Limited Partnership.
• Contract Type: Permanent.
• Experience Level: Professional.
• Job Family: Customer Eng.&Technical Support&Services.
• Schedule: Rotational 5/5/4 model; report to the CRC Section Chief.
• Work Environment: 24/7 in‑service operations for the A220 fleet worldwide.

Legal and Diversity Statements

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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.