Product Support Manager

Airbus; Jawa Barat; On-site; USD 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a skilled Technical Support Manager to oversee customer interactions and technical queries. This role involves managing relationships, synthesizing customer issues, and providing detailed analyses for product improvements. The ideal candidate will have a strong background in engineering, excellent communication skills, and a passion for customer service. Join a forward-thinking company that values integrity and innovation, and contribute to the success of a diverse and inclusive team dedicated to pioneering advancements in aerospace technology.

Benefits

Flexible working arrangements

Diversity and inclusion initiatives

Professional development opportunities

Qualifications

• Bachelor’s Degree in Aerospace, Aeronautics, Mechanical, or E&E.
• 10 years’ experience as a technician under recognized Part 145.

Responsibilities

• Act as Technical Support interface between customer and AHG.
• Manage customer relationships within Support Engineering context.
• Prepare work documents for repair and retrofit.

Skills

Customer Service Skills

Technical Support

Problem Solving

Communication Skills

Leadership

Education

Bachelor’s Degree in Engineering

10 years’ experience as a technician

Tools

WebTek

Hyperion

ChildNeo

SCDM

Google Suite

Job description

Personnel for this role is expected to have a high level of competency and experience within the scope. He or she shall assist HoSE to coach best practices and technical expertise to members within the department. Also acting as Level 1 Product Support Manager (PSM) within AHG Technical Support Network. Manage technical query from AH customer in Malaysia and regional. Service scope includes all ATA troubleshooting, airworthiness advisory, coordinate logistics related to maintenance and SB embodiment, tracking fleet configuration and collecting in service feedback. Customer service and people management skills are essential for this role.

Responsibilities

• Act as Technical Support interface between the customer and AHG.
• Manage customer relationships within Support Engineering context.
• Response to technical query within the time frame predefined by Network KPI.
• Process technical query using WebTek with Network & Technical Support Manual defined quality and standard.
• Consolidation of technical return of experience (RETEX) by reporting key technical occurrences, recurrences or failure of the product.
• Synthesize Customer’s issues and prepare a detailed impact analysis for the yearly Product Improvement Plan.
• Report local incidents involving AHG products and report to the network via ISII process.
• Fleet data collection in regards to availability, ASB/EASB and other information required by AHG.
• Assist customer in ASB/EASB application, compliance and liaising spares with relevant departments.
• Formulate troubleshoot and repair solution for MRO and if necessary acquire agreement from AH/AHD.
• Evaluate design, repair and other technical documents. Transcribe them into relevant internal document format.
• Perform damage/defect assessment, prepare report, proposes repair/rectification solution and liaisons with network counterparts for beyond O & I maintenance or network Level 1 scope.
• Prepare work documents for repair and retrofit embodied by AHM MRO.
• Support other activities within the Support Engineering Department as required.
• Provide general technical service to AHM departments.
• Master and maintain proficiency in IT tool related to job scope (WebTEK, Hyperion, ChildNeo, SCDM, Gsuite etc)
• Grow and maintain close relationships within AH Technical Support community and stakeholders.
• In the absence of HoSE, provide leadership to the team in managing challenging situations.
• Assist HoSE to prepare country and regional reporting.
• Coach best practices and technical expertise to members within the department.
• Assist HoSE to develop improvements for team and process.
• Upkeep and live Airbus Values, Leadership Model and Code of Conduct to be exemplary to others and to promote and increase the awareness of Airbus Values, Leadership Models and Code of Conduct.
• Carry out any other task as directed by the superior.
• Other duties reasonably determined from time to time by the Company
  
• Process TE as per network KPI
• RETEX
• Customer satisfaction actions
• Customer operation anomaly report
• ASB configuration management for Malaysia Fleet.
  

Personal & Interpersonal Skills

• Able to communicate effectively in English in both verbal and written form.
• Self-driven with team oriented and has a logical approach to problem solving and decision making.
• Self-motived with good interpersonal skills, leadership and autonomy.
• Team player with a positive approach to working together, able to work successfully as part of the team.
• Be able to multi task in a fast paced environment, time critical and able to work under pressure.
• Competent in the use of IT tools and Office applications and MS Office and Google Suite.

Qualification & Professional skills

Minimum level of education or certification: BEM recognised Bachelor’s Degree or equivalent in Engineering (Aerospace/Aeronautics/Mechanical/E&E) or equivalent, OR;10 years’ experience as a technician under recognised Part 145 with Part 66 qualification.

5-10 years experience in Part 145 or Part 21G aircraft manufacturing or maintenance, technical services and equivalent technical role that has direct involvement in aircraft maintenance, repair and troubleshooting.

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 Helicopters Malaysia SDN. BHD.

Job Description:

Personnel for this role is expected to have a high level of competency and experience within the scope. He or she shall assist HoSE to coach best practices and technical expertise to members within the department. Also acting as Level 1 Product Support Manager (PSM) within AHG Technical Support Network. Manage technical query from AH customer in Malaysia and regional. Service scope includes all ATA troubleshooting, airworthiness advisory, coordinate logistics related to maintenance and SB embodiment, tracking fleet configuration and collecting in service feedback. Customer service and people management skills are essential for this role.

Responsibilities

• Act as Technical Support interface between the customer and AHG.
• Manage customer relationships within Support Engineering context.
• Response to technical query within the time frame predefined by Network KPI.
• Process technical query using WebTek with Network & Technical Support Manual defined quality and standard.
• Consolidation of technical return of experience (RETEX) by reporting key technical occurrences, recurrences or failure of the product.
• Synthesize Customer’s issues and prepare a detailed impact analysis for the yearly Product Improvement Plan.
• Report local incidents involving AHG products and report to the network via ISII process.
• Fleet data collection in regards to availability, ASB/EASB and other information required by AHG.
• Assist customer in ASB/EASB application, compliance and liaising spares with relevant departments.
• Formulate troubleshoot and repair solution for MRO and if necessary acquire agreement from AH/AHD.
• Evaluate design, repair and other technical documents. Transcribe them into relevant internal document format.
• Perform damage/defect assessment, prepare report, proposes repair/rectification solution and liaisons with network counterparts for beyond O & I maintenance or network Level 1 scope.
• Prepare work documents for repair and retrofit embodied by AHM MRO.
• Support other activities within the Support Engineering Department as required.
• Provide general technical service to AHM departments.
• Master and maintain proficiency in IT tool related to job scope (WebTEK, Hyperion, ChildNeo, SCDM, Gsuite etc)
• Grow and maintain close relationships within AH Technical Support community and stakeholders.
• In the absence of HoSE, provide leadership to the team in managing challenging situations.
• Assist HoSE to prepare country and regional reporting.
• Coach best practices and technical expertise to members within the department.
• Assist HoSE to develop improvements for team and process.
• Upkeep and live Airbus Values, Leadership Model and Code of Conduct to be exemplary to others and to promote and increase the awareness of Airbus Values, Leadership Models and Code of Conduct.
• Carry out any other task as directed by the superior.
• Other duties reasonably determined from time to time by the Company
  

Outputs

• Process TE as per network KPI
• RETEX
• Customer satisfaction actions
• Customer operation anomaly report
• ASB configuration management for Malaysia Fleet.
  

Personal & Interpersonal Skills

• Able to communicate effectively in English in both verbal and written form.
• Self-driven with team oriented and has a logical approach to problem solving and decision making.
• Self-motived with good interpersonal skills, leadership and autonomy.
• Team player with a positive approach to working together, able to work successfully as part of the team.
• Be able to multi task in a fast paced environment, time critical and able to work under pressure.
• Competent in the use of IT tools and Office applications and MS Office and Google Suite.

Qualification & Professional skills

• Minimum level of education or certification: BEM recognised Bachelor’s Degree or equivalent in Engineering (Aerospace/Aeronautics/Mechanical/E&E) or equivalent, OR;10 years’ experience as a technician under recognised Part 145 with Part 66 qualification.

• 5-10 years experience in Part 145 or Part 21G aircraft manufacturing or maintenance, technical services and equivalent technical role that has direct involvement in aircraft maintenance, repair and troubleshooting.

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 Helicopters Malaysia SDN. BHD.

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services

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About Us

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.

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