Technical Support Representative (H135)

Airbus•Fort Erie, ON

119d•Onsite

About The Position

The Technical Support Representative serves as the dedicated, on-site liaison between Airbus Helicopters Canada and a strategic government customer. Based locally near the customer’s facility, this role is the primary face of Airbus, providing real-time technical expertise and ensuring mission readiness. Reporting directly to the Technical Support Manager, you will manage the customer’s technical and support interests, foster relationships at all organizational levels—from maintenance technicians to leadership—and translate field insights into actionable results for the Customer Experience.

Requirements

College Diploma in Aircraft Maintenance, or a related field.
AME, M1 and/or M2 Licence is required.
Experience on the AIRBUS H135 platform is required.
Technical/aircraft maintenance background required.
10 or more years’ experience on Airbus Helicopter products, preferably with multiple types.
Professional written, presentation, and verbal communication.
Independent planning and organization.
Working with cross-functional teams and customers in a fast paced environment.
A high level of integrity and an understanding of the importance of protecting the interests of the company while also assuring customer satisfaction is critical.
Ability to perform and present technical and metric oriented data in a clear and concise format.
Proficiency in Microsoft Office and G-Suite.
Must be eligible to obtain and maintain a Canadian Government Security Clearance (Reliability Status or as required).
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.

Nice To Haves

Knowledge of Airbus various web application tools (WebTek etc.) advantageous.

Responsibilities

Act as the onsite technical support representative for the assigned customer.
Communicate with the customer in person, by phone, by email or technical database to help customers with requests for help with questions on assigned products, focusing on the H135 platform with other insights as required.
Help our customers with troubleshooting problems; assist with information, documentation, repair requests and technical requests.
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 AOG support as needed with support from the AHCA Tech Support Team members.
Develop a schedule for providing technical and product training for the customer.
Report on customer fleet information and upcoming customer requirements.
Ensure customers are fully aware of product capability and have required technical expertise.
Review part replacements,, alternative solutions, and make recommendations to ensure aircraft availability.
Participate in identifying trends in the area of service problems and develop procedures/instruction to alleviate problems.
Make recommendations for technical change to provide improvement in operations, safety and operating cost.
Provide collaboration, support and clarification on product, part or customer specifics to CSRs and other departments as required.
Other duties as assigned.
Factory deliverables from Fort Erie, ON.
Orientation requirements.