Product Support Manager Light Helicopters (H/F), Marseille

Airbus is a leading aircraft manufacturer with the most modern and comprehensive family of airliners on the market, ranging in capacity from 100 to more than 500 seats. Airbus champions innovative technologies and offers some of the world’s most fuel efficient and quiet aircraft. Airbus has sold over 13.800 aircraft to more than 360 customers worldwide. Airbus has achieved more than 8,000 deliveries since the first Airbus aircraft entered into service. Headquartered in Toulouse, France.

Tasks

• Be the prime technical point of contact for Customers part of your portfolio.
• Provide most reactive and efficient answers to customers' technical requests aiming to keep the Customer operating safely and ensuring his mission success.
• Steer the request treatment by defining a proper resolution action plan and liaising with proper AH stakeholders (technical support experts, technical data focal points, logistics managers, design office, ...).
• 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, ...).
• Continuously exchange with Customers of your portfolio thanks to periodical technical review meetings/conference calls to strengthen the Customer technical relationship.
• Ensure technical support to other internal Departments upon request (Logistic, Warranty, Offers, Tech Pub, Maintenance Repairs & Overhaul, Technical representatives,...) including treatment of Customer complaints and non-quality issues.
• Contribute to the technical support community continuous awareness by supporting technical webinars, On the Job Training or other initiatives under the lead of the Product Technical Referent.
• Support reporting activities towards management (KPIs status & analysis, technical hot topics, incidents notification, gazette...) as per Product Technical Referent requests.
• Contribute to the consolidation of the technical return of experience and support design evolution in relationship with technical support return of experience organization.
• Report in service incidents to technical support expert for technical advisory and In Service Incident Report handling.
• This role implies the participation to the Technical Support Center continuity of service during permanency period (summer break, winter break,…) and out of offiice hours including over the week-ends and bank holidays in conjunction with other team members.
• This role will involve some travel for business and as such you must be able to travel accordingly.

Profile

You will have the following skills and experience:

• Very good general technical knowledge of helicopters associated to 7-10 years of professional experience on Light helicopters.
• Knowledge of project management of technical diversified activities linked to customer support.
• Capacity to obtain an agreement in a context of divergent interests with significant internal/external stakeholders including representation to external customer (Skilled in indirect/transversal management aspects).
• Solving problems that require a combination of techniques and processes including compliance with regulation/safety rules.
• Ability to determines technical solutions based on the capacity to autonomously actuate internal/network/ processes/competencies with on demand support to the technical referent (autonomous way of working).
• Capacity to meet contractual/internal performance (pro-active and goal-oriented).
• Ability to mobilize of a set of competencies at advanced level for technical domain, processes, language, customer context, aircraft knowledge, regulations and contracts.
• Knownledge of Light Helicopters points of contact (PSO, Design Office, FAL).
• Knowledge of PART 145, PART M, PART 21 organization and associated procedures.
• Knowledge of PART 145 documents to be used as alternative solutions for customers (RDAS, TA, TS, ASEO, FCAF).
• Knowledge of technical support tools (Orion, WebTEK, TIPI, eOrdering,...), design office tools (B-Flow, SCDM, CHILD NEO, SAP, WindChill,...) and standard office tools.
• Knowledge of Techical Support Center (France and International) ways of working would be an asset.
• Willingness to learn, curious, Team player.
• Pro-active, and autonomous way of working

Language skills

• Intermediate level of English.
• Advanced level of French.
• German knowledge would be an asset.