Product Support Manager
Airbus Shah Alam, Selangor, Malaysia
Defense and Space Manufacturing · 10,001+ employees
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About the role
Serve as the primary technical interface for regional customers to ensure continuous fleet operations and resolve technical queries. Manage maintenance logistics, conduct on-site damage assessments, and ensure compliance with airworthiness advisories.
What they look for
Requirements
Requires professional experience in technical support and engineering within the aviation or aerospace industry. Proficiency in specific IT tools like WebTEK and Hyperion is essential for managing technical data and fleet configuration.
Full description
Job Description:
To serve as the primary technical interface for regional customers by acting as the Level 1 Product Support Manager within the AHG Technical Support Network. This role ensures continuous fleet operations and customer satisfaction by resolving technical queries, providing airworthiness advisories, and coordinating maintenance logistics for customers in Malaysia and the wider region.
- Act as the primary Technical Support interface between the customer and AHG, managing relationships within the Support Engineering context.
- Drive technical query resolution using WebTek within predefined Network KPIs and quality standards.
- Formulate troubleshooting and repair solutions for MROs and operators, acquiring necessary agreements from AH/AHD.
- Conduct on-site damage/defect assessments, propose rectification solutions, and escalate issues beyond standard Level 1 scope to network counterparts.
- Guide customers in ASB/EASB application and compliance, and liaise with relevant departments for required spares.
- Track and manage operator ASB/EASB compliance status to ensure fleet configuration control.
- Consolidate technical return of experience (RETEX) by reporting product failures and key technical occurrences.
- Synthesize customer issues and prepare detailed impact analyses for the yearly Product Improvement Plan.
- Report local incidents involving AHG products to the network strictly via the ISII process.
- Collect operational fleet data regarding availability, service difficulties, and technical events required by AHG.
- Deliver regular status reports on customer support activities.
- Provide general technical service to AHM departments while growing relationships within the AH Technical Support community.
- Maintain high proficiency in job-related IT tools (WebTEK, Hyperion, ChildNeo, SCDM, Gsuite).
- Collaborate with the Head of Engineering to identify and implement operational process improvements.
- Other duties reasonably determined from time to time by the Company
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 Malaysia SDN. BHD.
Employment Type:
Permanent-------
Experience Level:
Professional
Job Family:
Customer Eng.&Technical Support&Services
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