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 APAC 

Prepare 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 responsibilities

Customer Support

Responsible 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 Customers

Provide technical support to Webtek Users on product type in charge

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 AOG hotline and enquiries pertaining to Airframe, Engine, Electrical, Avionics and Connected Services

Participate 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 members

Technical Analytics

Appraise product structure defects/damages to facilitate generation of RDAS

Ensure fault isolation/ root cause analysis and technical events/ enquiries follow-up, with Marignane & Donauworth Headquarter and Asia Pacific customers

Support 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 improvement

Report in service incidents to technical support expert for technical advisory and In Service Incident Report handling

Technical Competencies, APAC 

Support Asia Pacific Customer Centers and Technical Representatives and keep continuous weekly monitoring of their performance

Maintain communications with other Asia Pacific Customer Centers stakeholders, with an integrated collaboration with Asia Pacific Customer Centers 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

Provide technical support, if required, to Local Aviation Authority (CAAS), EASA and FAA

Design Engineering

Perform 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 review

Support annual CAAS DO approval audit

Requirements

Recognized Aerospace or Engineering Bachelor's Degree, or related

Previous working experience as a CAAS (Civil Aviation Authority of Singapore) (or equivalent) Licensed Aircraft Maintenance Engineer 

At least five years working experience in helicopter maintenance

Operational Knowledge of EASA (European Union Aviation Safety Agency) and CAAS regulations for Part 145 and Part 66

Effective 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 China

Computer literate with a good knowledge of Microsoft Office applications

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 <JF-CS-PS>

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