chef technicien de service sur le terrain / Lead Field Service Technician (Onsite)

RTX•Dorval, QC

61d•Onsite

About The Position

This position is for a Lead Field Service Technician. The candidate will be responsible for managing day-to-day priorities in solving clients VHF/UHF Radio, Telephone, Networking & PC related issues from the Montreal office. The role involves coordinating daily operations and prioritizing issues related to VHF/UHF radio, telephone systems, computer networks, and other IT-related problems. The company is RTX, a global aerospace and defense leader, and this role is with Collins Aerospace, a provider of advanced technological solutions. The position is based in Dorval, Quebec, Canada.

Requirements

University Degree or equivalent experience and less than 2 years prior relevant experience.
In the absence of a degree, 6 years of relevant experience are required.
Canadian citizenship is required.
Must meet airport security access requirements for a RAIC (Restricted Area Identity Card).
Fluency in English and French, spoken and written.
Must have Radio VHF/UHF working and technical experience.
Must have valid driver’s license and vehicle for customer support requirements.

Nice To Haves

Completion of a practical course in the RF Radio & Electronics.
Completion of a practical course in Networking.
Demonstrated leadership, training ability, responsibility, and the capability of directing the activities of other technical personnel.

Responsibilities

Coordinates, prioritizes and resolves issues encountered by customers.
Analyzes system failures, identifies and restores equipment malfunctions and failures.
Escalates critical/complex issues that will impact the business.
Performs a variety of duties, including but not limited to servicing, operating, maintaining, repairing, and removing equipment.
Conducts technical analysis of product implementations, modifications, and enhancements to products in accordance with specific customer specifications.
Manages technical products, services, logistics and provisioning, quantity surveying, and configurations to assigned customers.
Troubleshoots technical problems and recommends actions to company or customer representatives.
Assesses product needs in accordance with customer specifications.
Acts as local on-site Collins Aerospace representative to the customer's organization.
Manages statement of work to meet customer and contract requirements.
Quality Issue Management.
Contacts customer, collects feedback, and establishes and maintains good relationship with customers.
Acts as the primary technical point of contact for the customer, ensuring effective communication and timely issue resolution.
Leads site daily operations and coordinates technical resources to meet contractual Service Level Agreements (SLAs).
Manages customer assets, including inventory control, lifecycle management, audits, tracking, and reporting.
Oversees incident management activities, ensuring prompt response, appropriate escalation, root cause analysis, and service incident closure.
Develops and maintains operational processes, procedures, and maintenance documentation to improve operational efficiency and consistency.
Ensures compliance with ISO standards, company policies, quality management systems, and regulatory requirements.
Supports project implementation activities, including planning, scheduling, site coordination, and customer communications.
Coaches on-site personnel and provides technical support while fostering a culture of accountability and safety.
Facilitates change management processes and ensures adequate documentation of all system changes.
Travel up to 30%.