Technical Support Representative (Aerospace Manufacturing)

Job Description:

Responsible for assisting owners and operators by promptly resolving service difficulties and technical issues, liaising with engineering, airworthiness, sales, and supply chain departments as well as working in tandem with partners/vendors. This position entails in-depth technical knowledge of airframe structure, propulsion systems, flight controls, environmental and avionics systems, for all Diamond aircraft models (present and legacy).

Responsibilities:

• Assist with the service/repair of aircraft both remotely and onsite (globally)
• Utilize tools and equipment appropriately and effectively.
• Share after-hours support needs with other tech reps (i.e., on call phone)
• Maintain database of field service issues and communicate effectively with other departments.
• Support accident investigations (both remotely and onsite)
• Prepare, present, and maintain training programs.
• Work with fleet customers and the Fleet Manager
• Provide technical knowledge and firsthand experience to resolve unique or difficult warranty claims.
• Assist the parts department to ensure accuracy of customer’s orders – i.e., verifying part numbers and quantity.
• Host visiting customers/operators/partners (both current and potential)
• Perform all work in accordance with Health and Safety policies.
• Perform other duties as assigned.
• Ensure timely response and projects are kept within the specified timeline and milestones are met.
• Identify and elevate to the appropriate persons any “significant” issues reported. These include, but are not limited to, aircraft accidents, safety of flight concerns, legal concerns, press releases, etc.

Professional Relationships:

• Customers/Operators/Owners: Ensure a positive and professional experience.
• Other Internal Departments (Engineering, Supply Chain, etc.): Effectively communicate concerns/issues/etc. and assist in resolution.
• Customer Support: Work cohesively within a team to achieve success in all aspects of support.
• External Partners (Vendors) – Present a professional and reliable point of contact in order to achieve goals.

Preferred Skills & Experience:

• Minimum 3 years directly related experience.
• Strong background in general aviation maintenance (Aircraft Maintenance License Desirable – M1)
• Flight experience (Pilots License Desirable)
• Customer service oriented and effective presentation skills
• Knowledge of company, products, and procedures an asset.
• Airframe, powerplant, propeller, and avionics systems knowledge and strong trouble shooting skills.
• Ability to travel internationally, without limitations.
• Comfortable with technical documents such as drawings, manuals, service instructions, etc.
• Proficient in PC use, Microsoft Word and Excel applications, keyboarding, and database management
• Ability to gather facts from various sources, multitask and think “outside the box.”
• Ability and willingness to work extended hours as necessary.
• Strong organizational skills and time management skills
• Ability to make decisions and prioritize tasks independently.
• Must be confident and professional.

Educational or Academic Requirements:

• High School diploma or equivalent
• College diploma or University degree in Aviation an asset
• AME license desirable
• Pilot’s license desirable

Expectations:

• Current Schedule is 08:00-16:30 EST, however as the department grows, additional and/or alternative schedules may be considered and implemented on an ad hoc basis to best support our customers across multiple time zones.
• Diamond provides 24/7 technical support to its customers and partners. Subsequently, a company laptop and mobile phone may be issued (upon manager’s approval), with the expectation that team members have access and can be accessed outside of traditional business hours (within reason).
• Expense reports due monthly (as required / if applicable)

Job Types: Full-time, Permanent

Additional pay:

• Overtime pay

Benefits:

• Casual dress
• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Store discount
• Tuition reimbursement
• Vision care
• Wellness program

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London, ON N5V 1S2: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• What is your wage expectation?

Experience:

• related: 3 years (preferred)

Work Location: In person