Overview

Serve as the primary technical interface for regional customers by acting as the Level 1 Product Support Manager within the AHG Technical Support Network.

Ensure continuous fleet operations and customer satisfaction by resolving technical queries, providing airworthiness advisories, and coordinating maintenance logistics.

Key Responsibilities

• Act as the primary Technical Support interface between the customer and AHG, managing relationships within the Support Engineering context.

• Drive technical query resolution using WebTek within predefined Network KPIs and quality standards.

• Formulate troubleshooting and repair solutions for MROs and operators, acquiring necessary agreements from AH/AHD.

• Conduct on-site damage/defect assessments, propose rectification solutions, and escalate issues beyond standard Level 1 scope to network counterparts.

• Guide customers in ASB/EASB application and compliance, and liaise with relevant departments for required spares.

• Track and manage operator ASB/EASB compliance status to ensure fleet configuration control.

• Consolidate technical return of experience (RETEX) by reporting product failures and key technical occurrences.

• Synthesize customer issues and prepare detailed impact analyses for the yearly Product Improvement Plan.

• Report local incidents involving AHG products to the network strictly via the ISII process.

• Collect operational fleet data regarding availability, service difficulties, and technical events required by AHG.

• Deliver regular status reports on customer support activities.

• Provide general technical service to AHM departments while growing relationships within the AH Technical Support community.

• Maintain high proficiency in job-related IT tools (WebTEK, Hyperion, ChildNeo, SCDM, Gsuite).

• Collaborate with the Head of Engineering to identify and implement operational process improvements.

• Other duties reasonably determined from time to time by the Company.

Requirements

• Awareness of potential compliance risks and a commitment to act with integrity.