Job Description:

Brief Description:

• Support the customers for their technical issues onsite or remotely.
• Meet the customers regularly.
• Fleet data monitoring.
• Detailed and complete technical occurrence reporting to AH.
• Warn/report to AH regarding developing issues at the customer that might attract management attention or pose safety issues. 
• Support AH initiatives in promoting new services and/or developments in the existing ones.
• Identify risks in Safety / Pay attention to Industry Standard Deviations at customer&39;s site.

Key Deliverables:

• Customer Satisfaction

• Technical Support

• On-time, on-quality resolution of customer’s technical issues

• Customer relationship management 

Key Responsibilities :

• To provide technical support to all the customers in India and the South Asia region. This includes resolving simple and  complex technical issues occurring in the fleet, including AOG troubleshooting at all hours.

• To provide on-job training for the customers on their helicopter.

• To provide training to customers on the usage of Airbus World portal and other new tools and ensuring know-how transfer.

• To provide technical assistance at customer facilities as and when requested by the customer.

• Maintain close proximity with customers through regular visits. Develop the business relationship with the customers.

• Fleet data gathering for AH database.

• Manage the technical correctness of the warranty raised by the  customers.

• Manage the incoming inspections for all the newly delivered helicopters and make arrangements to correct any deviations during the delivery.

• Detailed and complete reporting to Airbus about all technical issues.

• Accident/Incident reporting and Technical Investigation Management.

• Detect and Identify Safety risks at customer site and raise it with the customer and if no resolution is achieved then report to the mother company.

• Maintain and manage all the tools in the Inventory of AH India.

• To assist the CSMs and CLMs during the AOGs and find technical solutions for logistics issues, and answer to their regular queries which are to be shared with the customers.

• Collect market intelligence and data within the confines of Ethics and Compliance.

• Support Airbus Helicopters’ initiatives in promoting new services and/or development of existing ones. 

• Report/Warn the mother company regarding developing issues at the customer end that might attract management attention and possibly lead to negative perception of Airbus Helicopters Support & Services as well as helicopter products.

• Manage the technical data improvement communication.

• Manage the return to service of helicopters grounded for a long time.

• Manage and nurture the technical support team.

Must have:

• AME License with minimum 5 years of experience.

• Skills to troubleshoot and identify the root cause of a problem and provide solutions

• Attentive in handling customer complaints and demands.

• Work under pressure.

• Excellent communication skills. Proficient in English (spoken & written)

• Customer relationship management 

• Positive, curious, solution oriented and structured mindset

• Willingness to travel

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:

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