Primary responsibilities

Customer Support

• Provide technical support to customers and AH Customer Centres on HUMS and Connected Services related topics
• Steer the request treatment by defining a proper resolution action plan and liaising with proper Airbus Helicopters stakeholders (product support, technical support experts, technical data focal points, logistics managers, design office, etc.)
• Target operational excellence and high level of customer satisfaction by mastering operational routines in accordance with technical request treatment performance criteria (Turn-Around-Time, On-Time-Delivery, ...)
• Contribute to the highest customer satisfaction to support Airbus Helicopters Customer Survey KPI
• Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
• Continuously exchange with customers within assigned portfolio with periodical technical review meetings/ regular visits/ conference calls to strengthen the customer technical relationship
• Develop close relationship with the customer, to align and collaborate on challenges and expectations with customers 
• Support Aircraft On Ground (AOG) hotline and enquiries pertaining to HUMS and Connected Services topics
• Participate to Technical Support Center continuity of service during facility closure period and out-of-office hours including week-end and public holidays

Technical Analytics

• Ensure fault isolation/ root cause analysis and technical events/ enquiries follow-up, with Marignane & Donauworth headquarter and Asia Pacific customers
• Report in-service incidents to technical support expert for technical advisory and In Service Incident Report 
• Report fault cases detected by HUMS to Marignane & Donauworth headquarter

Technical Competencies, APAC 

• Support Asia Pacific Customer Centres and Technical Representatives and keep continuous weekly monitoring of their performance
• Maintain communications with other Asia Pacific Customer Centres stakeholders, with an integrated collaboration with Asia Pacific Customer Centres Technical Support Team
• Work with the leadership team to drive growth and transformation initiatives - including contribution to the support knowledge base
• Develop and deliver training programs to enhance the technical skills and knowledge of the customer centres and network partners

Compliance

• Ensure alignment with Airbus export control compliance framework in accordance with relevant Airbus Directive and Method
• Ensure compliance with Regulation, Airworthiness and Quality standards

Requirements

• Recognized Aerospace or Engineering Diploma or Bachelor's Degree, or related
• At least five years working experience in helicopter maintenance
• At least five years working experience with HUMS
• Effective written and oral communication skills in English
• Computer literate with a deep knowledge of Microsoft Windows Operating System and Microsoft Office applications
• Basic IT network knowledge and remote connectivity