Job Description
What Your Day To Day Will Look Like
- Works on a regular Monday-Friday schedule and can be asked to cover the Event Managers and/or the Technical Specialists rotations, based on operational needs.
- Provides technical, logistical, and commercial support for service-related problems encountered in operation of P&WC engines.
- Works closely with other P&WC and external organizations to ensure customer problems are resolved quickly.
- Accurately assesses the customer’s needs and requirements.
- Manage client expectations and satisfaction during an aircraft on ground event and provide timely communication throughout.
- Provides acknowledgement to the customer that an action item has been raised and is in process.
- Effectively documents and monitors events with CRM (Customer Relationship Management) tool for all customer interactions, including commitments, from initiation to closure.
- Follows-up with customer on course of events and engine condition to return in service within 24 hours.
- Responds appropriately and effectively to urgent customer requests or situations.
- Acts as liaison between CFirst and the appropriate groups: Spare Parts, rental engines, MRT, Engine Programs, DAA, PPH, warranty, publications, service investigation, executive team, etc.
The tools you need to be successful:
- Minimum of 2-5 years experience in working in the aerospace industry and/or in a call center environment
- Technical hands-on experience in assembly, inspection or engine / APU maintenance experience (an asset)
- A&P Aircraft Maintenance Technician and/or Transport Canada licensed Aircraft Maintenance Engineer
- Experience in customer support programs
- Experience in dealing with a fast-paced environment with high volume of calls and emails
- Experience in working in an environment with a heavy workload, and a lot of follow ups
- Comfortable in working on different screens (3 screens), and on multiple IT platforms (CRM, SAP, Outlook, etc.)
- Must be customer oriented and have a sense of urgency
- Experience in managing small projects is a plus
- Excellent decision-making and problem-solving skills
- Must possess a “go-getter” style mentality in dealing with complex situations
- Bilingual (French and English)
- Bachelor’s degree (an asset)