Technical Support Representative - H135 (Aircraft Maintenance Engineer License Required)

Description

Based near a government customer's facility in Portage la Prairie, MB, you will be the company's on-site technical contact for that customer.

You report to the Technical Support Manager and look after the customer's technical and support needs, building working relationships from maintenance technicians up to leadership.

The role turns what you learn in the field into results for the Customer Experience team and supports mission readiness. It is a professional-level position in customer engineering, technical support and services.

Responsibilities

• Serve as the on-site technical support contact for the assigned customer.
• Answer questions in person, by phone, by email or through the technical database, mainly on the H135 with other topics as needed.
• Work through troubleshooting problems and help with information, documentation, repair requests and technical requests.
• Log every customer issue promptly and accurately in the company's service tracking database, which feeds service data reporting.
• Gather incident and accident information and write timely reports to support management and operational decisions.
• Track all open issues closely and keep records accurate and current in systems and tools.
• Give customers technical updates so they understand technical requirements and the company's response time commitments.
• Provide AOG support when needed, working with the tech support team.
• Plan and deliver technical and product training for the customer.
• Report on the customer's fleet and upcoming requirements.
• Make sure customers know the product's capabilities and have the technical expertise they need.
• Review part replacements and alternative solutions, and recommend options that keep aircraft available.
• Spot trends in service problems and write procedures or instructions to fix them.
• Recommend technical changes that improve operations, safety and operating cost.
• Support CSRs and other departments with clarification on products, parts and customer specifics.
• Handle other duties as assigned.
• Manage factory deliverables from Fort Erie, ON.
• Meet orientation requirements.

Requirements

• Hold a college diploma in aircraft maintenance or a related field.
• Hold an AME, M1 and/or M2 licence.
• Have experience on the H135 platform.
• Have a technical or aircraft maintenance background.
• Have 10 or more years of experience on the company's helicopter products, preferably across several types.
• Communicate clearly in writing, in presentations and verbally.
• Plan and organise your own work.
• Work with cross-functional teams and customers in a quick-moving environment.
• Act with integrity, protecting the company's interests while keeping customers satisfied.
• Present technical and metric data clearly and concisely.
• Be proficient in Microsoft Office and G-Suite.
• Knowledge of the company's web applications, such as WebTek, is advantageous.
• Be eligible to obtain and maintain a Canadian Government Security Clearance (Reliability Status or as required).
• Stay aware of potential compliance risks and act with integrity.

Conditions

The contract runs 13 months.

The posting also lists the employment type as permanent.

The job is based in Portage la Prairie, MB, on-site near the customer's facility.

The company aims to offer flexible working arrangements wherever possible.

The company welcomes applications from all backgrounds and is committed to equal opportunities.