Regional Product Support Manager - Aircraft Tech & Ops

Airbus; Selangor; On-site; MYR 120,000 - 200,000; Full time

Job summary

Airbus Helicopters Malaysia SDN. BHD. serves as the primary technical interface for regional customers within AHG's Technical Support Network, focusing on Level 1 support to ensure fleet operations and customer satisfaction.

The role resolves technical queries, coordinates maintenance logistics, and collaborates with engineering leadership to drive process improvements across Malaysia and the wider region.

Responsibilities

• Serve as the primary technical 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.

Job description

Airbus Helicopters Malaysia SDN. BHD. serves as the primary technical interface for regional customers within AHG's Technical Support Network, focusing on Level 1 support to ensure fleet operations and customer satisfaction.

The role resolves technical queries, coordinates maintenance logistics, and collaborates with engineering leadership to drive process improvements across Malaysia and the wider region.