Product Support Manager

Airbus Helicopters; Subang Jaya; On-site; MYR 89,000 - 134,000; Full time

Job summary

Airbus Helicopters Malaysia SDN. BHD. seeks a professional Technical Support Engineer to act as the primary interface between customers and AHG, managing relationships within Support Engineering.

You will drive resolution with WebTek, perform on-site assessments, and coordinate with multiple departments to secure spares and compliance, while delivering regular status reports and contributing to the Product Improvement Plan.

Responsibilities

• 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 elevate 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

Job description

Job Description

• 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 elevate 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

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.