Job Description:

Airbus Helicopters (AH) Asia Pacific Hub for Support Engineering (APHSE) is 1 of the 4 Technical Support Regional Hubs supporting our customers worldwide for Follow-The-Sun (FTS) service, Aircraft-On-Ground (AOG) Technical Requests. 

As a member of the Asia Pacific (APAC) Technical Support hub, the jobholder is expected to autonomously take charge of regional customers and Airbus Helicopters Customer Centres portfolios and ensure continued airworthiness of Airbus Helicopters fleet in the Asia Pacific region and to keep the fleet flying with high level of safety and reliability.

• Attend to customers' queries/technical problems with the HUMS systems

• Work with the team on collection of network technical/HUMS issues and prepare detailed impact analysis for product improvement. 

• Manage product specific topics - including Products Improvement Plan and Top Irritants which are affecting Customer Satisfaction scores for AH APAC 

• Assist and coordinate incident/accident investigation process.

• Proactively manages regular visits and/or online meeting with customers and Airbus Helicopters network as applicable.

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

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Helicopters Southeast Asia Pte Ltd

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services

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