Duty Manager Customer Response Center

Do you have aircraft systems and structure technical knowledge, have you worked in customer support environments and would you like to progress and develop new skills? Then this job is for you!

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.

Your working environment:

The A220 commercial aircraft Programme is headquartered in Mirabel, in the greater Montreal area, where the vibrant city of Montreal is just a stone’s throw away. Known for its peaceful and safe environment, the region offers a high quality of life for younger or experienced professionals and families, perfectly balancing career opportunities and outdoor activities that makes it a truly special place to call home.

How we care for you:

• Financial rewards: Attractive salary, annual bonus, group insurance plan, pension plan and share purchase plan.

• Work / Life Balance: A hybrid working policy, on-site cafeterias and a highly competitive holiday policy.

• Wellbeing/Health: Employee Assistance Program (EAP), Discount Program and on-site Medical Service.

• Individual development: Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, accelerated development programmes, national and international mobility.

Your challenges:

• 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. To succeed, you will need to:

  • 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).

Your profile:

• You have five (5) years of experience in the Aviation industry with solid technical experience;

• You have knowledge in flight operations;

• You have technical knowledge of the aircraft and/or Airbus processes and products;

• You demonstrate skills of flexibility, priority management and teamwork in a context that is subject to frequent and rapid change;

• You are able to work in multitasking mode;

• You have demonstrated leadership and problem-solving skills in critical and complex situations;

• You are an excellent communicator and you are able to influence others;

• You are bilingual – speak and write (French and English);

• You excel in a customer service environment.

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.

Not a 100% match? No worries! Airbus supports your personal growth with customized development solutions.

Take your career to a new level and apply online now!

Legal entity:

Airbus Canada Limited Partnership

Contract type:

Permanent

Experience level:

Professional

Job family:

Engineering, Tech Support & Customer Service