Primary responsibilities

Customer Support

• Responsible for assigned product type  in the Asia Pacific Region on continued airworthiness, safety and reliability through compliance with ORION (Optimized Reader for Internet and Other Networks) - Scheduled Maintenance, Maintenance Task and TIPI (Technical Information Publication on Internet)- IN (Information Notice) /SIN (Safety Information Notice) and SB (Service Bulletin) / ASB (Alert Service Bulletin) with both Customer Centers and Customers
• Provide technical support to Webtek Users on product type in charge
• 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 AOG hotline and enquiries pertaining to Airframe, Engine, Electrical, Avionics and Connected Services
• Participate to Technical Support Center continuity of service during facility closure period and out of the office hours including week-end and public holidays in agreement and coordination with other team members

Technical Analytics

• Appraise product structure defects/damages to facilitate generation of Repair Design Approval Sheet (RDAS)
• Ensure fault isolation/ root cause analysis and technical events/ enquiries follow-up, with Marignane & Donauworth Headquarter and Asia Pacific customers
• Support with engineering analysis, action plan for Asia Pacific network technical issues and prepare detailed impact analysis on monthly basis to Marignane & Donauworth Product Support Team and Expert for product improvement
• Report in service incidents to technical support expert for technical advisory and In Service Incident Report handling

Technical Competencies, APAC 

• Support Asia Pacific Customer Centers and Technical Representatives and keep continuous weekly monitoring of their performance
• Maintain communications with other Asia Pacific Customer Centers stakeholders, with an integrated collaboration with Asia Pacific Customer Centers 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
• Provide technical support, if required, to Civil Aviation Authority (CAAS), European Union Aviation Safety Agency (EASA) and Federal Aviation Administration (FAA)

Design Engineering

• Perform the function of CAAS Design Signatory in accordance with the Design Organization Handbook.
• Responsible to validate the Design classification, verify and/or validate the Design document test requests, reports, drawings, instructions for continuing airworthiness, flight supplements, and parts conformity inspection.
• Investigate customer incident report and conduct Design review
• Support annual Civil Aviation Authority of Singapore Design Organisation (CAAS DO) approval audit

Requirements

• Recognized Aerospace or Engineering Bachelor's Degree, or related
• Previous working experience as a CAAS (Civil Aviation Authority of Singapore) (or equivalent) Licensed Aircraft Maintenance Engineer 
• At least five years working experience in helicopter maintenance
• Operational Knowledge of EASA (European Union Aviation Safety Agency) and CAAS regulations for Part 145 and Part 66
• Effective written and oral communication skills in English; Ability to speak in Mandarin would be advantageous to be able to liaise effectively with customers based in China
• Computer literate with a good knowledge of Microsoft Office applications