Manager, Technical Support

• Excellent opportunity to continue your career with an established industry leader
• Receive a competitive salary and a wide host of benefits
• Develop yourself professionally and contribute to a growing organization!

About the Organization

Airbus is the leading manufacturer of helicopters used throughout Canada in roles such as law enforcement, EMS, oil, and gas, utility, transport: tour, corporate, and private business aviation. Airbus is proud to be a leading member of Canada’s aerospace sector with a proven track record of delivering economic benefits from coast to coast.

At Airbus, how we work is just as important as what we produce. We are guided by a set of six values, each chosen by the very people who embody them. Customer focus, integrity, respect, creativity, reliability, and teamwork. These values shape the DNA of our business, reflecting the unique blend of qualities found in every member of our global family. We feel, act, and behave as one large family, and create an engaging and inclusive workplace that favors well-being, fun, and trust to drive teamwork. 

For more information, please visit our website.

About the Opportunity

Airbus Helicopters Canada is looking to hire a Manager, Technical Support to join our team in Fort Erie, O.N., on a full-time basis. Candidates must be able to travel regularly, both domestically and internationally.

The successful candidate is responsible for planning and managing all Airbus Helicopters Canada (AHCA) Technical Support functions on and off-site of Fort Erie, supporting the successful administration of technical functions and support of our Canadian customers. 

Your responsibilities will include, but are not limited to the following:

• Organize, develop, and implement Technical Support for Airbus Helicopter Canadian Customers
• Manage the administration of all phases of the technical and quality requirements of AHCA
• Implement 100% use of Web-Tek for all technical issues from the field (bi-weekly reports to be extracted from the Technical Representatives)
• Maintain systematic and organized dissemination of technical service/support information to the customers and Technical Support Team
• Establish goals and objectives for Technical Support in line with promoting superior customer technical experience
• Develop policies that improve the efficiency of the Technical Support Department
• Coordinate and track the operating budgets for assigned cost centers 
• Compile and prepare budget results/analysis for the HO Support and Services
• Coordinate and dispatch Technical Representatives to customer sites as required
• Perform liaison activities in support of the Technical Representatives, prepare and present all necessary reports of problems and activities for distribution within the department, group, or other entities as required
• Conduct special studies and investigations relating to chronic problems (i.e. parts or systems failures, environmental conditions, operational practices, improper maintenance, or other factors) and identify probable causes; coordinate results of findings with engineering, manufacturing, or other entities for consideration of product design improvement or other recommended action
• Ensure appropriate training for new and/or reassigned Technical Representatives
• Direct and develop the Technical Support team to foster comprehensive customer service relationships with the customer, promote good communication, drive customer satisfaction/improvements, and promote customer efficiency
• Coordinate and instruct Technical Representatives on the latest business/operation requirements
• Conduct periodic performance evaluations

More About You

In order to qualify for this role, you must have at least 10 years of experience in rotorcraft maintenance, field service, or safety and support-related fields, along with a Bachelor’s Degree (Aeronautical, Mechanical, or Electrical Engineering) or equivalent experience.

The following assets are preferred, but not required:

• Operational management including budgeting and execution of performance metrics/targets
• Technical/aircraft maintenance background
• Ability to evaluate and interpret contracts, data deliverables, and procedures
• A high level of integrity and an understanding of the importance of protecting the interests of the company while ensuring customer satisfaction
• Strong experience in creating and monitoring the financial operations of a Technical Support type program
• Eligible to enroll in the Canadian Controlled Goods Program through successful screening

As our ideal candidate, you are a highly resourceful leader, with excellent organization, planning, and prioritization skills. You are a problem-solver through actively seeking opportunities and proposing solutions, with strong communication skills and the ability to build rapport with all internal and external stakeholders. 

Above all, you have demonstrated ability to take initiative, while being highly accountable, proactive, and diligent when putting your technical aptitude to the test and building relationships.

About the Benefits

In return for your hard work and dedication you can expect to receive a competitive salary dependent on experience, as well as the following benefits:

• Company-paid health, vision, and dental package
• Pension plan
• Employee assistance program 
• Gym membership reimbursement
• Paid personal time off
• Company stock options
• Progressive vacation accruals 
• Employee recognition programs and potential year-end bonus 
• Opportunities for growth and professional development
• Monthly social and employee engagement events and annual holiday parties!

Don't miss out on this unique opportunity to take the next step toward your career goals with an industry leader - apply now!