Product Support Manager

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

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Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services <JF-CS-PS>

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