Product Support Manager

Airbus

  • Singapore
  • Permanent
  • Full-time
  • 2 months ago
Job Description:Airbus Helicopters 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 assigned customer and 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.Work with the team on collection of network technical issues and prepare detailed impact analysis for product improvement.Manages product specific topics - including Products Improvement Plan and Top Irritants which are affecting Customer Satisfaction scores for AH APACPrepare In-Service Incident Report (ISIR) and coordinate incident/accident investigation process.Proactively manages regular visits // Google Meet to the customers, and network as applicable.​Primary responsibilitiesCustomer SupportResponsible 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 CustomersProvide technical support to Webtek Users on product type in chargeSteer 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 KPIAct as the customer escalation contact, and ensure that such escalations are addressed appropriatelyContinuously exchange with Customers within assigned portfolio with periodical technical review meetings/ regular visits/ conference calls to strengthen the Customer technical relationshipDevelop close relationship with the Customer, to align and collaborate on challenges and expectations with customersSupport AOG hotline and enquiries pertaining to Airframe, Engine, Electrical, Avionics and Connected ServicesParticipate 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 membersTechnical AnalyticsAppraise product structure defects/damages to facilitate generation of RDASEnsure fault isolation/ root cause analysis and technical events/ enquiries follow-up, with Marignane & Donauworth Headquarter and Asia Pacific customersSupport 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 improvementReport in service incidents to technical support expert for technical advisory and In Service Incident Report handlingTechnical Competencies, APACSupport Asia Pacific Customer Centers and Technical Representatives and keep continuous weekly monitoring of their performanceMaintain communications with other Asia Pacific Customer Centers stakeholders, with an integrated collaboration with Asia Pacific Customer Centers Technical Support TeamWork with the leadership team to drive growth and transformation initiatives - including contribution to the support knowledge baseDevelop and deliver training programs to enhance the technical skills and knowledge of the customer centres and network partnersComplianceEnsure alignment with Airbus export control compliance framework in accordance with relevant Airbus Directive and MethodEnsure compliance with Regulation, Airworthiness and Quality standardsProvide technical support, if required, to Local Aviation Authority (CAAS), EASA and FAADesign EngineeringPerform 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 reviewSupport annual CAAS DO approval auditRequirementsRecognized Aerospace or Engineering Bachelor's Degree, or relatedPrevious working experience as a CAAS (Civil Aviation Authority of Singapore) (or equivalent) Licensed Aircraft Maintenance EngineerAt least five years working experience in helicopter maintenanceOperational Knowledge of EASA (European Union Aviation Safety Agency) and CAAS regulations for Part 145 and Part 66Effective 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 ChinaComputer literate with a good knowledge of Microsoft Office applicationsThis 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 LtdEmployment Type: PermanentExperience Level: ProfessionalJob Family: Customer Eng.&Technical Support&Services
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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to .At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

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