Spécialiste du Support Technique à la Clientèle / Customer Technical Support Specialist

Description

Customer Technical Support Specialist role on the A220 commercial aircraft programme, based at the Customer Response Center (CRC) in Mirabel, Québec, Canada.

The role suits someone with aircraft systems, avionics and customer support experience who wants to build new skills.

You will work alongside other the company departments that support A220 customers worldwide, as part of the Technical Help Desk team that provides and coordinates support for efficient operation of the A220 fleet.

The team is organised to work with a good degree of autonomy and cross-team collaboration, with members supporting one another and learning together.

The programme headquarters is in Mirabel, near Montreal. The region is calm and safe, suits young professionals, experienced professionals and families, and balances career options with outdoor activities.

Responsibilities

• Answer customer technical and troubleshooting questions, resolving a broad range of in-service issues around the clock.
• Carry out a first assessment of avionics, electrical and structural problems, and recommend actions or repairs based on approved technical data such as ASRM and ASRP.
• Write step-by-step plans for troubleshooting mechanical and avionics systems.
• Build and maintain a close working relationship with the Customer Support A220 and Field Service teams, coordinating activity so customers get quick answers.
• Deliver high-quality first-time responses to customer technical and troubleshooting queries.
• Manage communication between the CRC and customers so each query is closed professionally and promptly.
• Work closely with the CRC Section Chief to find the best solutions for technical interruptions and aircraft out-of-service events.
• Travel to support on-site work such as AOG events and heavy checks when availability allows, if travel is required.

Requirements

• AME Licence E and/or a bachelor's degree in aeronautical engineering or an equivalent qualification.
• Three to five years of experience in aircraft maintenance and/or engineering.
• Solid knowledge of aircraft systems, avionics, electrical systems and navigation, with sound judgement in daily tasks.
• Customer support experience.
• Ability to deal effectively with customers under stressful conditions.
• Ability to make sound, precise decisions using good judgement.
• Strong communication and interpersonal skills in French and English, with English required for contact with the company entities, suppliers and clients worldwide.
• Comfortable using maintenance and flight operations manuals.
• Awareness of potential compliance risks and a commitment to act with integrity, which the company treats as the basis of its success, reputation and sustainable growth.
• You like working in a motivated, flexible team with people from different backgrounds.

Conditions

Permanent contract at professional level, based in Mirabel at the CRC.

Rotating 5/5/4 schedule, reporting to the CRC Section Chief.

Work covers a 24/7 environment, with on-call duty on weekends and/or holiday periods.

Hybrid working policy, depending on operational needs.

Business travel expected at about 25%, both domestic and international, including occasional trips within Canada and overseas.

The company welcomes applicants from all backgrounds and never asks for payment during recruitment.

Benefits

• Competitive salary and annual bonus.
• Group insurance, pension plan and share purchase plan.
• Highly competitive holiday policy.
• Employee Assistance Program, discount program and on-site medical service.
• On-site cafeteria.
• Public shuttle between Laval (Montmorency metro station) and Mirabel, plus a carpooling app.
• Free access to over 10,000 e-learning courses, along with certifications, accelerated development programmes and national and international mobility.