Customer Technical Support Specialist (CRC)

Job description

Do you have aircraft systems and structure technical knowledge, have you worked in a customer support environment 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 Customer Technical Support Specialist to join our A220 Customer Response Center team based in Mirabel (Québec, Canada), where you will work jointly with other Airbus departments supporting A220 customers around the world.

You will be part of the Technical Help Desk team responsible for providing and 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 Customer Technical Support Specialist will be to respond to customer enquiries, which involve resolving a wide range of in-service issues within a 24/7 environment.

Your working environment

The A220 Programme is headquartered in Mirabel, in the greater Montreal area. The region offers a high quality of life, balancing career opportunities and outdoor activities.

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, certifications, accelerated development programmes, national and international mobility.

Your challenges

• Respond to customers' technical and troubleshooting queries, resolving a wide range of in-service issues within a 24/7 environment.
• Establish and maintain a strong collaborative relationship with Customer Support departments and Field Services teams; coordinate activity to ensure prompt response to customer queries.
• Perform an initial structural damage assessment and suggest actions/repairs based on approved technical data (e.g. structures repair publications).
• Create step-by-step action plans for troubleshooting mechanical systems or avionics.
• Ensure a first-time quality response to customers' technical and troubleshooting queries; maintain optimal quality and follow-up of CRC communications to ensure professional and timely closure.
• Work closely with the CRC Section Chief to identify optimal solutions to technical interruptions and out-of-service events.
• Based on availability, some travel may be required to support on-site activities (AOGs, heavy checks, etc.).

Your profile

• AME Licence M or E and/or Bachelor degree in aviation engineering or equivalent.
• Three (3) to five (5) years' experience in aircraft maintenance and/or engineering.
• Good knowledge of aircraft systems and structures and the ability to exercise common sense and sound judgement in daily activities.
• Ability to deal effectively with customers in somewhat stressful circumstances.
• Ability to make good and accurate decisions exercising good judgement.
• Strong interpersonal and communication skills (French and English).
• Customer support experience.
• Good knowledge of aircraft Maintenance and Flight Ops manuals.
• Enjoy working within a passionate, determined and flexible team with diverse backgrounds.

The job holder will work on a rotational schedule model 5/5/4 and will report to the CRC Section Chief.

This role involves business travel worldwide. Travel required: occasional domestic and overseas travel; approximately 25% domestic and international travel. Possible on-call duties during weekends and/or holiday seasons.