Airbus Helicopters, Inc
  • 25-Aug-2020 to 31-Jan-2021 (EST)
  • 10345 VP Customer Support
  • Grand Prairie, TX, USA
  • $150k to $180k DOE
  • Salary
  • Full Time

This position offers the following benefits: Medical insurance, Dental insurance, Vision insurance, Prescription insurance, Healthcare Advocacy, Employee Assistance Program, Flexible Spending Accounts, Health Savings Accounts, Basic & Voluntary Life and Accidental Death & Dismemberment insurance, Short and Long-term Disability insurance, Voluntary Accident insurance, Voluntary Critical Illness insurance, Identity Theft & Fraud Resolution insurance, Legal Plan insurance, 401(k), Travel Assistance, International SOS insurance, Paid Vacation, Paid Personal/Sick Time, Paid Holidays, Tuition Assistance, Bonus(es). These are our current benefit offerings for the 2021 plan year and are subject to change without notice.


Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing, and delivering aerospace products, services, and solutions to customers on a global scale. We aim for a better-connected, safer, and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader

Airbus has built on its strong European heritage to become truly international with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe, and the Americas, and has achieved a more than six-fold order book increase since 2000

 

Position Summary:

Responsible for all Airbus Helicopters North America ("AHNA") Technical Support.  Promote high standards of customer service and satisfaction and the associated performance metrics, as well as group processes and policies.  Serve as the primary technical liaison between AHD/AH and AHNA and its customers in coordinating the distribution of technical service.  Has a matrix link (dotted line) to the VP-Technology & Flight Ops with appropriate management reporting and exchange. 

Primary Responsibilities:

1. Continuous Improvement: 35%

  • Provide continuous operational feedback to Support Engineering for continuous improvement. Drive change.
  • Promote Support Engineering transformation & improvements towards both our Customers and the internal Team.
  • Implements operational excellence and continuous improvement strategies
  • Develop and execute improvement action plans
  • Align with overall performance target in technical support as set by the Program Support office AH/AHD. Provide periodic reporting of technical synthesis back to the Program Support office AH/AHD
  • Strategy
    • Propose regional Technical Support  Strategy to Central in close coordination with the VP of Customer Support

2. Manage regional technical support efforts: 30%

  • Ensure Regional Hubs 24/7 Technical Support, Hub infrastructure, HUMS Services, and franchising deployment.
  • Propose regional Technical Support Strategy to Central in close coordination with the VP of Customer Support.
  • Conducts one on one meeting with team members to keep current on individual efforts and build development plans for employee improvement and career planning.
  • Organize, develop, and implement the Technical Support, Technical Publication organization policies and procedures for fulfilling company objectives regarding Technical support in the region.  
  • Conduct regional network monitoring (CCs, KPIs, follow up of results & drumbeat) Quarterly Report Manage customers' technical answers lead time with Front Office Teams (located in the region).
  • Be the voice of Technical Support for the region back to Central.
  • Responsible for the operating budgets of all cost centers under Technical Support.
  • Align the organization with the worldwide technical support handbook.
  • Align with overall performance targets in technical support as set by the Program Support office AH/AHD.  Provide periodic reporting of technical synthesis back to The Program Support office AH/AHD.
  • Ensure support of all Safety Investigation of Airbus aircraft involved in aviation mishaps and required documentation and analysis.
  • Network Management
    • Conduct  regional network monitoring (CCs, KPIs, follow up of results & drumbeat) Quarterly Report  Manage customers' technical answers lead time with Front Office Teams (located in the region)
  • Forecasting Activities
    • Responsible for the operating budgets of all cost centers under Technical Support  - Local  (US)
  • Standards / Methods & Tools
    • Align the organization  with the worldwide technical support franchising
  • Commercial Policy
    • Adapt/adjust Blue Tariff to the regional market's expectations/constraints
    • Region to provide feedback on Commercial Policy Experience & have authority

3. Manage staff for optimum performance: 20%

  • Direct and develop personnel in the Field and in-house Technical Service Department to provide Technical support to AHNA customers.
  • Conduct periodic performance evaluations; make recommendations for salary increases (promotion, merit, and adjustment), transfers, hires, and disciplinary action (terminations).
  • Organize, develop and implement the Technical Support, Technical Publication organization  policies and procedures for fulfilling company objectives regarding Tech Support in the region

4. Compliance: 15%

  • Ensure that all procedures within the area of responsibility are maintained current, are followed and that a well-defined working relationship is established with QA to maintain the requirements of ISO 9001, etc.

Additional Responsibilities:

  • Other duties as assigned.

Qualified Experience / Skills / Training:

Education:

Required:

  • BS degree in mechanical, electrical or aeronautical engineering or equivalent work experience                                                                 

Preferred:

  • Bachelor of Arts and Science in Aviation Management

Experience:

Required:

  • Minimum ten (10) years' experience in Rotorcraft Maintenance, Safety, and Support related fields.           

Preferred:

  • Work-related experience in the field as DOM managing Airbus products.
  • Program Management
  • Customer Relationship Management
  • Technical knowledge of other OEM helicopter models.

Licensure/Certifications:

Required:

  • F.A.A. Airframe and Power plant Mechanic

Preferred:

  • None

Knowledge, Skills, Demonstrated Capabilities:

Required:

  • Broad knowledge of Helicopter Maintenance Management, Nomenclature, and Aerodynamics
  • Budgeting knowledge and experience
  • Airbus product knowledge
  • Excellent leadership and supervisory skills
  • Strong interpersonal and organizational skills 
  • Ability to lead and manage staff towards high performance
  • Ability to think strategically and independently
  • A high degree of professionalism, judgment, and integrity
  • Ability to perform under pressure and in a fast-paced, dynamic environment

Preferred:

  • None

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

  • Strong verbal and written communication skills
  • Ability to maintain effective relationships/ communication with internal and external customers and vendors

Technical Systems Proficiency:

  • Microsoft Office Suite
  • Working knowledge of SAP preferred

Travel Required:

  • 20% Domestic and International

Citizenship:

  • Authorized to Work in the US

Clearance:

  • None

Decision Making, Complexity:

  • Requires the ability to analyze and make recommendations on complex problems involving multiple internal (AHI / AH Group) and external customers and which may require balancing potentially conflicting needs (e.g., customer demands, safety, and regulatory requirements).

Organizational information:

Direct Reports:

  • Exempt: 15
  • Non-exempt: 1

Job Dimensions, Contributions to Success:

  • Departmental budget control
  • Customer Satisfaction
  • Regulatory compliance
  • Provide leadership and guidance to the customer about technical challenges
  • Provide leadership and guidance that directs our strategic vision. 
  • Developing benchmark standards in terms of technical support.
  • Develop new methods for "entry into service" of new products.

Nature of Contacts:

  • Position involves communication regularly with internal and external parties to achieve resolution of customer technical issues by use of negotiation skills, technical expertise, and concerning our business ethics and regulatory compliance.

Physical Requirements:

  • Onsite: 80%, limited travel to US / Canada / and European locations
  • Vision: able to see and read a computer screen and other electronic equipment with screens, able to read documents, reports, and engineering drawings.
  • Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms
  • Speaking:  able to speak in conversations and meetings, deliver information, and participate in communications daily.
  • Equipment Operation (personal computer, telephone, copier, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts daily.
  • Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs as needed.
  • Lifting:  able to lift documents, tools, drawings, electronic equipment to 30lbs/14kgs as needed.
  • Pushing / Pulling:  able to push and pull small office furniture and some equipment and tools as needed.
  • Sitting:  able to sit for long periods in meetings, working on a computer daily.
  • Squatting / Kneeling:  able to squat or kneel to retrieve or replace items stored on low shelving.
  • Standing: able to stand for discussions in offices or on the production floor daily.
  • Travel:  able to travel independently and at short notice 5% of the travel requirement.
  • Walking (include routine walking such as to a shared printer to retrieve documents):  able to walk through office and production areas including uneven surfaces daily.
  • Must be able to use a computer.
  • Personal Protective Equipment required:  Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by the site and/or customer site.

Equal Opportunity:

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or another legally protected status

As a leader in our field, Airbus Helicopters, Inc. provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.   

As a matter of policy, Airbus Helicopters, Inc. does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus Helicopters, Inc. does not offer tenured or guaranteed employment. Employment with Airbus is at-will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

NOTE:  Airbus Helicopters, Inc. reserves the right to revise or change job duties and responsibilities as the need arises.  This position description does not constitute a written or implied contract of employment.

Airbus Helicopters, Inc
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