Chef de quart Centre de réponse à la Clientèle - Duty Manager Customer Response Center

Airbus•Montreal, QC

4d•Hybrid

About The Position

The A220 commercial aircraft Programme is looking for a Duty Manager to join our A220 Customer Response Center team based in Mirabel (Québec, Canada), where you will work jointly with the other Airbus departments supporting A220 customers around the world. You will be part of the Customer Response Center team responsible for providing/coordinating required support to enable efficient operation of the A220 fleet worldwide. The team organization is established to promote cross-collaboration autonomously, supporting each other and learning collectively. Your role as Duty Manager will be to be responsible for coordinating the return to service activities between different teams within Airbus for aircraft in AOG condition and/or post abnormal events, set governance data, and provide visibility within the organization; identify opportunities to create efficiency and execute on quality.

Requirements

Five (5) years of experience in the Aviation industry with solid technical experience
Knowledge in flight operations
Technical knowledge of the aircraft and/or Airbus processes and products
Skills of flexibility, priority management and teamwork in a context that is subject to frequent and rapid change
Able to work in multitasking mode
Demonstrated leadership and problem-solving skills in critical and complex situations
Excellent communicator and able to influence others
Bilingual – speak and write (French and English)
Excel in a customer service environment

Responsibilities

Establish action plans (to meet customer-approved priority) of the Customer Response Center (CRC) to improve the time to return ground aircraft (AOG) service
Identify the required specialists within Airbus, suppliers and/or partners to ensure the resolution to return the aircraft on ground (AOG) to service
Ensure client visibility and database management throughout case resolution
Develop and implement action plans, in collaboration with specialists, to ensure the return in service of the aircraft
Mobilize teams of specialists
Analyze the possible options and Identify the optimal solutions
Follow up on the action plan
Build and maintain a network of contacts with available resources, both internally and externally
Actively get resources assigned to address all aspects of the AOG
Communicate support requirements, improvement opportunities and emerging issues to the customer Support team
Identify shortfalls and flag emerging trends to the appropriate functional groups to conduct post mortem analysis
Act as ultimate on-site responsible on the required course of action to resolve Customers AOGs in a timely manner
Escalate internally as needed to expedite aircraft Return to Service (RTS)

Benefits

Attractive salary
Annual bonus
Group insurance plan
Pension plan
Share purchase plan
Hybrid working policy
On-site cafeterias
Highly competitive holiday policy
Employee Assistance Program (EAP)
Discount Program
On-site Medical Service
Great upskilling opportunities
Development prospects with unlimited access to +10.000 e-learning courses to develop your employability
Certifications
Accelerated development programmes
National and international mobility