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.
MAIN RESPONSIBILITIES
Technical Support
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.
Tech Data, Maintenance
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.
Delivery Support
Factory deliverables from Fort Erie, ON.
Orientation requirements.
POSITION REQUIREMENTS
Education
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.
10 or more years’ experience on Airbus Helicopter products, preferably with multiple types.
Knowledge, Skills and Abilities
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.
Technical Systems Proficiency
Proficiency in Microsoft Office and G-Suite.
Knowledge of Airbus various web application tools (WebTek etc.) advantageous.
Other Requirements
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.
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 to [emsom@airbus.com](mailto:emsom@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.
Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.
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