Airbus Helicopters - Technical support representative

Airbus Helicopters is looking for a technical support representative

Location : Lower Mainland, B.C.

The Technical Support Representative provides technical liaison activities between all departments of AHCA and its customer, may be directly trained and assigned for the particular aircraft or system. This position effectively manages the customer's overall interests both on technical matters, customer support, service and sales, through listening and questioning for understanding and providing sound technical advice; tracking important customer and product information upon which business decision are made, and providing customer intelligence, requirements, interest or intention to purchase sales or service, to collaborative customer support departments.

The role must consciously meet with and interact with all levels of customers – from owner / operators to service technician – in a customer-excellence centric environment.

This position will support customers in Lower Mainland B.C., Vancouver Island and Yukon.

MAIN RESPONSIBILITIES

Technical Support

• Communicate with customer either by phone, email or technical database to help customers with requests for help with questions on assigned products, Light helicopters, Medium Twins or Heavy Helicopters.
• Help our customers with either troubleshoot problems; assist with information, documentation, repair requests and technical requests.
• Provide support to AHCA Technical Representatives, Service-centers and helicopter operators and interfaces with OEM involving product improvement, and the development and maintenance of optional equipment.
• Explain and resolve technical issues over the phone as well as in person during on-site visits.
• Accurately and promptly report all customer issues into Airbus WEBTEK database / tool for tracking and reporting on service data with efficiency.
• Collect incident / accident information and prepare reports on a timely basis for effective management and operational decisions and actions as required.
• Monitor and report on all open issues with expediency to ensure high levels of customer service; ensure accurate and prompt in systems / tools.
• Provide customers with technical up-dates using excellent customer service and communication skills to ensure an understanding of technical requirements and our commitment to prompt and efficient service level and response time.
• Provide on call / AOG support on a rotating basis with other team members to ensure high levels of customer response during off hours.
• Develop regular on-site visit schedule for providing additional technical and product support training for customers with perceived limited expertise.

Technical Data, Maintenance, Component and Service Recommendations

Sales, Tradeshows and Company Events

EDUCATION & JOB REQUIREMENTS

Education

Experience

Knowledge, Skills, Demonstrated Capabilities

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.

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

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 toemsom@airbus.com .

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.

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