Job Description
About the Company Airbus Helicopters Canada Ltd (AHCA) supports Airbus helicopter operators across Canada, with factory deliverables handled from Fort Erie, Ontario. Role Overview The Technical Support Representative is the dedicated, on-site liaison between Airbus Helicopters Canada and a strategic government customer. Based locally near the customer facility in Portage la Prairie, Manitoba, 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 technical and support interests, build relationships at all organisational levels from maintenance technicians to leadership, and translate field insights into actionable results for the customer experience. The advert states a duration of 13 months as a contract role. Key Responsibilities Technical support Act as the on-site technical support representative for the assigned customer. Communicate with the customer in person, by phone, by email or through the technical database, focusing on the H135 platform with other insights as required. Help customers troubleshoot problems and assist with information, documentation, repair requests and technical requests. Report all customer issues accurately and promptly into the Airbus WEBTEK database for tracking and service data reporting. Collect incident and accident information and prepare timely reports to support management and operational decisions. Monitor and report on all open issues promptly to ensure high levels of customer service. Provide customers with technical updates, ensuring understanding of technical requirements, service levels and response times. Provide AOG support as needed with support from the AHCA technical support team. Develop a schedule for providing technical and product training for the customer. Technical data and maintenance Report on customer fleet information and upcoming customer requirements. Ensure customers are fully aware of product capability and have the required technical expertise. Review part replacements and alternative solutions and make recommendations to ensure aircraft availability. Help identify trends in service problems and develop procedures or instructions to alleviate them. Make recommendations for technical change to improve operations, safety and operating cost. Provide collaboration, support and clarification on product, part or customer specifics to customer service representatives and other departments. Delivery support Factory deliverables from Fort Erie, Ontario. Orientation requirements. Requirements Professional written, presentation and verbal communication. Independent planning and organisation. Experience working with cross-functional teams and customers in a fast-paced environment. High level of integrity and understanding of the importance of protecting company interests while assuring customer satisfaction. Ability to present technical and metric-oriented data clearly and concisely. Proficiency in Microsoft Office and G Suite; knowledge of Airbus web application tools such as WebTek is advantageous. Must be eligible to obtain and maintain a Canadian government security clearance (Reliability Status or as required). Licences & Qualifications AME, M1 and/or M2 licence is required. College diploma in aircraft maintenance or a related field. Experience on the Airbus H135 platform is required. Experience Technical / aircraft maintenance background required. 10 or more years of experience on Airbus Helicopters products, preferably with multiple types. What We Offer Contract: the advert body states a 13-month contract role; the posting data lists employment type as permanent with Airbus Helicopters Canada Ltd, professional experience level. Additional Information The role requires awareness of potential compliance risks and a commitment to act with integrity. Airbus never asks for any form of monetary exchange during recruitment; suspected impersonation should be reported to emsom@airbus.com.
Requirements
- Act as the on-site technical support representative for the assigned customer.
- Communicate with the customer in person, by phone, by email or through the technical database, focusing on the H135 platform with other insights as required.
- Help customers troubleshoot problems and assist with information, documentation, repair requests and technical requests.
- Report all customer issues accurately and promptly into the Airbus WEBTEK database for tracking and service data reporting.
- Collect incident and accident information and prepare timely reports to support management and operational decisions.
- Monitor and report on all open issues promptly to ensure high levels of customer service.
- Provide customers with technical updates, ensuring understanding of technical requirements, service levels and response times.
- Provide AOG support as needed with support from the AHCA technical support team.
- 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 the required technical expertise.
- Review part replacements and alternative solutions and make recommendations to ensure aircraft availability.
- Help identify trends in service problems and develop procedures or instructions to alleviate them.
- Make recommendations for technical change to improve operations, safety and operating cost.
- Provide collaboration, support and clarification on product, part or customer specifics to customer service representatives and other departments.
- Factory deliverables from Fort Erie, Ontario.
- Orientation requirements.
- Professional written, presentation and verbal communication.
- Independent planning and organisation.
- Experience working with cross-functional teams and customers in a fast-paced environment.
- High level of integrity and understanding of the importance of protecting company interests while assuring customer satisfaction.
- Ability to present technical and metric-oriented data clearly and concisely.
- Proficiency in Microsoft Office and G Suite; knowledge of Airbus web application tools such as WebTek is advantageous.
- Must be eligible to obtain and maintain a Canadian government security clearance (Reliability Status or as required).
- AME, M1 and/or M2 licence is required.