Chef de quart Centre de réponse à la Clientèle - Duty Manager Customer Response Center

Description de l'emploi:

Chef de quart Centre de réponse à la Clientèle - Duty Manager Customer Response Center

***English job description follows***

Description de l'emploi :

Do you have technical knowledge of aircraft systems and structure, 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 Program is looking for a Duty Manager to join our Customer Response Center (CRC) team based in Mirabel (Quebec, Canada), where you will work jointly with other Airbus departments to support A220 customers worldwide.

You will be part of the Customer Response Center team responsible for providing/coordinating the required support to enable efficient operation of the A220 fleet worldwide. The team organization is established to promote autonomy, cross-collaboration, mutual support and collective learning.

Your role as Duty Manager will be to be responsible for coordinating return to service activities between different teams within Airbus for aircraft in AOG condition and/or after abnormal events, establish governance data and ensure visibility within the organization; identify opportunities to create efficiency and ensure quality.

Your working environment:

The A220 commercial aircraft Program headquarters is located in Mirabel, in the greater Montreal area, a stone's throw from the dynamic city of Montreal. Renowned for its peaceful and safe environment, the region offers a high quality of life for young or experienced professionals, as well as families, perfectly balancing career opportunities and outdoor activities, making it a truly special place to live.

Because 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, an on-site cafeteria, a highly competitive leave policy.

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

• Individual development: opportunities for growth and numerous training possibilities (catalog of more than 10,000 e-trainings available with free access to develop your employability, certifications, accelerated development programs, national and international mobility).

At Airbus, we help you work, connect and collaborate more easily and flexibly. Wherever possible, we promote flexibility in our working methods to stimulate the spirit of innovation.

Your challenges:

• Establish action plans, to meet the customer-approved priority, of the Customer Response Center (CRC) to improve the return to service time of an aircraft on ground (AOG);

• Determine the required specialists using all necessary resources within Airbus, suppliers and/or partners, to ensure rapid resolution and return to service of the customer's aircraft;

• Ensure customer visibility (as needed) and management using databases, throughout case resolution;

• Develop and implement action plans, in collaboration with specialists, to ensure the return to service of the aircraft. To do this, you will need to:

  • -Mobilize internal/external specialist teams, suppliers and/or partners;

  • -Analyze possible options and identify optimal solutions;

  • -Follow up on the action plan.

• Build and maintain a network of contacts with available resources, both internally and externally;

• Activate the resources required to deal with all aspects of the AOG event;

• Communicate support requirements, improvement opportunities and emerging issues to the customer service team;

• Identify gaps and report emerging trends to appropriate functional groups to conduct a post-mortem analysis;

• Act as ultimate on-site responsible for actions to be taken to resolve customer AOG requests in a timely manner;

• Escalate internally as needed to accelerate aircraft Return to Service (RTS).

Your profile:

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

• You have knowledge of flight operations;

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

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

• You are able to multitask;

• You have demonstrated leadership and problem-solving skills in the past, both on a daily basis and in critical and complex situations;

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

• You are bilingual, both orally and in writing (French and English);

• You excel in a customer service environment.

This job requires an awareness of all potential compliance risks and a commitment to act with integrity, these values are the foundation of the company's success, reputation and sustainable growth.

You don't seem to match 100%? Don't worry! Airbus will help you find the position that best suits your skills and aspirations.

Take your career to a new level by submitting your application online now!

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Job description :

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 collectivel y.

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!

Cet emploi requiert d'être consciencieux aux risques potentiels de non-conformité et un engagement à agir avec intégrité, ceci étant la fondation du succès de la Compagnie, sa réputation et sa croissance durable.

Unité légale:

Airbus Canada Limited Partnership

Type de contrat:

Permanent

Niveau d'expérience:

Professional

Famille d'emplois:

Ingénierie,Support Tech & Service client

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Chez Airbus, nous vous aidons à travailler, à vous connecter et à collaborer plus facilement et de manière plus flexible. Dans la mesure du possible, nous favorisons les modalités de travail flexibles pour stimuler la pensée innovante.