Job Description: WE’RE LOOKING FOR A SENIOR CUSTOMER SUPPORT REPRESENTATIVE POSITION LOCATION: FORT ERIE, ONTARIO Reporting directly to the Customer Logistic Manager(s) the Senior Customer Support Representative (Sr. CSR) is a key leader and subject matter expert within the team dedicated to Airbus Helicopter Canada’s (AHCA) after-sales services. The Sr. CSR not only manages a portfolio of key strategic accounts but also acts as a primary escalation point and mentor for the customer support team. They have direct daily contact with customers for all their after-sales needs, including: Repair & Overhaul Orders (dynamic components, blades, other) Rental & Exchange Orders (dynamic components, blades, tools other) Airbus Helicopters Option Sales (STC) Spares Part Orders (Quoting, Order Management, Returns, etc.) Warranty Claims & Orders Airbus Helicopters Canada Support and Service Requests The Sr. CSR will be responsible for managing a predetermined list of strategic accounts and will analyze performance metrics to prepare insightful weekly reports and communications. You will proactively oversee the entire portfolio of activities for their customers, including warranty claim, sales order requests, services, billing, and repair/exchange actions, and provide guidance to junior team members on portfolio management. The Sr. CSR takes a leading role in ensuring on-time deliveries by identifying and resolving bottlenecks, collaborating with stakeholders, and improving internal processes. As a seasoned professional, the Sr. CSR is a critical participant in the 24/7 AOG/on-call rotation, often handling the most complex situations and providing support to other team members on call. MAIN RESPONSIBILITIES Leadership & Strategic Contributions: Act as a mentor for new and junior CSRs. providing guidance on processes, systems (SAP/CRM), and best practices for customer interaction. Proactively identify inefficiencies in current workflows and lead continuous improvement projects to enhance service quality, efficiency, and customer satisfaction. Serve as the primary point of contact for the team’s most complex or sensitive customer escalations, taking ownership to drive them to a successful resolution. Act as a key liaison between the customer support office and other departments (Technical Support, Logistics, Finance), ensuring seamless collaboration on high-priority customer issues. Repair and Overhaul Services: Serve as a subject matter expert on all Repair and Overhaul (R&O) service offerings, advising customers on the most cost-effective and strategic solutions to meet their needs. Manage the end-to-end transaction, from preparing RMAs and providing accurate quotations to tracking component movements and ensuring timely invoicing, with minimal supervision. Independently negotiate and execute contractual agreements for exchange and rental equipment. Lead the effort to track and monitor incoming exchange cores, ensuring timely follow-up and accurate ceiling for any late fees or overages. Spares Sales, Option Sales: Independently manage the sales cycle for spares and options, from translating complex client needs into accurate quotes to processing orders in SAP. Take the lead in resolving issues with non-conforming parts (NCRs) and returns (RMAs), ensuring swift action and credit processing. Analyze open order and backorder trends to provide customers with strategic advice on forecasted orders and proactively manage order priorities across the customer base. Identify and report on up-sell and cross-sell opportunities to drive business growth. Warranty: Lead the preliminary review of warranty claims, making authoritative recommendations on claim validity based on a thorough analysis of aircraft history, usage, and standard conditions. Skillfully assess and communicate business alternatives to warranty claims, guiding customers toward rentals, repairs, or spare sales as appropriate to minimize aircraft downtime. AOG Duties: Lead the response to critical AOG situations, coordinating cross-functional teams to devise and execute rapid recovery plans, which may include stock searches, escalations, or cannibalizations. Provide guidance and support to junior team members during their AOG rotations, acting as a point of escalation for after-hours emergencies. Customer Feedback & Continuous Improvement: Own the customer complaint and escalation process from initiation to resolution. Drive root cause analysis for recurring issues and present findings and proposed solutions to management. Lead and execute continuous improvement projects and actively contribute to SQCDP meetings with data-driven insights. MINIMUM JOB REQUIREMENTS Education University Degree or College Diploma in Business Administration. Experience Experience using and ERP/MRP system an asset (SAP). CRM (Salesforce) experience an asset. 3-5 years of customer support/account management experience is required. Interest and/or experience working in the Aviation industry is preferred. Knowledge, Skills, Demonstrated Capabilities Intermediate computer skills. Working knowledge of fax, scanners, and printers required. Ability to multi-task and set priorities. Ability to interface with other departments/colleagues to identify solutions. Effective professional communication skills. Accuracy in data entry and paperwork. Strong problem solving ability. Willingness to learn/develop new skills. Excellent organizational and time management skills. Exceptional attention to detail. Ability to work independently under general supervision. Excellent ability to adapt to new situations. Technical Systems Proficiency Knowledge of SAP an asset. Proficiency in Microsoft Office 2010 pack. Proficiency in Google suite. 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 Canada Ltd Employment Type: Permanent ------- Experience Level: Entry Level Job Family: Customer Eng.&Technical Support&Services By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus. Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com. At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking. Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide. From sending your resume to participating in successful interviews, here you can access all important pieces of information to guide you in your candidate journey. ? Learn more
