Product Support Manager

Prestwick Aerosystems; Shah Alam; On-site; MYR 70,000 - 110,000; Full time

Job summary

Airbus Helicopters Malaysia SDN. BHD. is seeking a Level 1 Product Support Manager to serve as the primary technical interface for regional customers, ensuring fleet availability and customer satisfaction across Malaysia and the wider region.

You will resolve technical queries, coordinate maintenance logistics, drive WebTek-based troubleshooting, and collaborate with engineering and service teams to improve operations and compliance.

Responsibilities

• Act as Level 1 Product Support interface between customers and AHG, managing relationships within the Support Engineering context.
• Resolve technical queries and coordinate maintenance logistics to ensure fleet operations.
• Drive technical query resolution using WebTek within predefined KPIs and quality standards.
• Prepare reports and RETEX data to support the Product Improvement Plan.

Job description

Job Description: To serve as the primary technical interface for regional customers by acting as the Level 1 Product Support Manager within the AHG Technical Support Network. This role ensures continuous fleet operations and customer satisfaction by resolving technical queries, providing airworthiness advisories, and coordinating maintenance logistics for customers in Malaysia and the wider region. Act as the primary Technical Support interface between the customer and AHG, managing relationships within the Support Engineering context. Drive technical query resolution using WebTek within predefined Network KPIs and quality standards. Formulate troubleshooting and repair solutions for MROs and operators, acquiring necessary agreements from AH/AHD. Conduct on-site damage/defect assessments, propose rectification solutions, and escalation issues beyond standard Level 1 scope to network counterparts. Guide customers in ASB/EASB application and compliance, and liaise with relevant departments for required spares. Track and manage operator ASB/EASB compliance status to ensure fleet configuration control. Consolidate technical return of experience (RETEX) by reporting product failures and key technical occurrences. Synthesize customer issues and prepare detailed impact analyses for the yearly Product Improvement Plan. Report local incidents involving AHG products to the network strictly via the ISII process. Collect operational fleet data regarding availability, service difficulties, and technical events required by AHG. Deliver regular status reports on customer support activities. Provide general technical service to AHM departments while growing relationships within the AH Technical Support community. Maintain high proficiency in job‑related IT tools (WebTEK, Hyperion, ChildNeo, SCDM, Gsuite). Collaborate with the Head of Engineering to identify and implement operational process improvements. Other duties reasonably determined from time to time by the Company. 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

Experience Level

Professional

Job Family

Customer Eng.&Technical Support&Services

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EEO & Inclusion

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Working Arrangement

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 Airbus

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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