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 specialist to join the 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 is organized to promote cross-collaboration autonomously, supporting each other and learning collectively.

Your role 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 and a balance between career opportunities and outdoor activities.

Benefits

• Financial rewards: Attractive salary, annual bonus, group insurance plan, pension plan and share purchase plan.
• Work / Life Balance: 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 with access to over 10,000 e-learning courses, certifications, accelerated development programmes and national and international mobility.

Airbus promotes flexible ways of working to encourage innovative thinking.

Your challenges / responsibilities

• 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 publication).
• 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 with customers 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 / requirements

• 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 ability to apply common sense in daily activities.
• Ability to deal effectively with customers under somewhat stressful circumstances and to make accurate decisions using good judgment.
• Strong interpersonal and communication skills (French and English).
• Customer support experience and good knowledge of aircraft Maintenance and Flight Ops manuals.
• Enjoy working within a passionate, determined and flexible team with diverse backgrounds.

The role operates on a rotational schedule model 5/5/4 and reports to the CRC Section Chief.

Travel required: approx. 25% domestic and international; occasional travel within country and overseas. Possible on-call duties during weekends and holiday seasons.

This job requires awareness of potential compliance risks and a commitment to act with integrity.

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