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

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.

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.