Technical Support Manager — Aircraft Systems & Customer Care

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

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.