Manager, Technical Support

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Job Description:

Are you an engineering leader with a start-up mindset ready to build a department from the ground up? Airbus Helicopters, Inc. is searching for a Manager, Technical Support to pioneer and scale our frontline technical support operations for the Flexrotor UAS platform. This high-stakes role features a dual-location listing in either Bingen, Washington, or Grand Prairie, Texas, with a requirement for extensive travel to Bingen during the initial 90 days to learn the team and facility if you are based in Texas.

Meet the Team:

The Airbus Helicopters Flexrotor Program offers one of the most sophisticated small tactical unmanned aerial systems (STUAS) with vertical take-off and landing (VTOL). It can be used day or night by US and allied forces for a diverse range of intelligence, surveillance, target acquisition and reconnaissance (ISTAR) on land and at sea.

Your Working Environment:

Nestled in the heart of the spectacular Columbia River Gorge in Bingen, WA, our workplace offers innovation and the ability to contribute to game-changing solutions while enjoying the flexibility to spread your wings. Whether it's solving complex challenges, or celebrating victories, you’ll be part of a cohesive crew that thrives on innovation and the beauty that the Northwest has to offer!

--OR--

A suburb just outside the Dallas-Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games.

How We Care for You:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”)

• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.

• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.

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

Your Challenges:

Technical Support & Customer Interface: 45%

• Customer Support & Troubleshooting: Communicate with customers via phone, email, or technical databases to resolve requests for help with assigned products. Assist customers with troubleshooting, product information, documentation, repair requests, and technical inquiries.

• Operational Interface: Provide dedicated support to Flexrotor customers, operators, service centers, and UAS/uncrewed system operators. Interface with the Engineering regarding product improvements and the development and maintenance procedures.

Technical Assistance Team Management: 20%

• Lead department activities in alignment with the company's strategic direction and Leadership management needs.

• Encourage, mentor, and manage technical support team members (convey instructions, conduct annual performance reviews, etc.). 

• Establish cross-training and versatility within the team to maintain seamless service continuity.

• Gather and analyze the data necessary for implementing corporate strategy.

• Establish short-, medium-, and long-term workload planning for the technical support team.

Technical Support & Documentation Management: 20%

• Lead and manage department projects, ensuring customer deliverables are produced and delivered punctually.

• Review and control documentation required for system operation and maintenance.

• Track the management of modification requests and applied configurations.

• Draft cost estimates for technical support topics.

• Coordinate the tracking process for technical events/faults, issue Service Bulletins, and handle customer hotline support.

• Draft and review technical event/fault analyses.

Maintenance / Repairs Analysis, and Continuous Improvement: 25%

• Technical Evaluation: Review customer requests and make recommendations to ensure cost-effective and technically sound actions for both the company and our customers.

• Data Analysis & Trend Identification: Assist in the accumulation and analysis of technical data pertaining to UAS service. Identify trends in service problems and develop procedures or instructions to alleviate them.

• Technical Publication: Able to manage project for Technical publications and provide guidance to technical writers

• Safety Support: Support accident investigation activities (focusing on root cause, component failure, future prevention, and operational safety).

• Availability: Respond to urgent customer requests by providing support during off-hours.

Marketing/Sales and Company Sponsored Events/Demo: 10%

• Event Support: Support marketing activities including product demonstrations, tradeshows, presentations, and seminars.

• Technical Presentations: Deliver technical presentations on product improvements at trade shows and industry seminars.

Your Boarding Pass:

• Possess a Bachelors’ of science degree in software, mechanical, or electrical engineering, or related field 

• Possess eight (8) + years’ experience in Aerospace, UAS, Software or related industry

• Ability to perform and present technical and metric oriented data in a clear and concise format.

• Evaluating and interpreting contracts, data deliverables, and procedures.

• Ability to perform technical data analysis

• Must be proficient with basic electrical and complex mechanical skills and have a high level of knowledge on the product to be supported.

• Must be able to read and interpret drawings (blueprints) engineering documentation, and FAA Regulations with respect to helicopters. 

• Global databases, such as: Siebel, SAP, Google Suite and Microsoft Office

 

Travel Required: 

• 50% Domestic and International

Citizenship: 

•  Able to work in the US without a current or future need for visa sponsorship

Physical Requirements:  

• Onsite: at least 50% onsite, 50% in the field or remote. 

• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings.  Daily. 

• Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms.  Daily

• Speaking:  able to speak and communicate clearly and concisely in conversations and meetings, deliver information and participate in communications on a daily or as needed basis.  Daily 

• Equipment Operation (personal computer, telephone, copies, 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. Occasionally. 

• Lifting:  able to lift documents, tools, drawings, electronic equipment up to 50lbs/22kgs. Occasionally.

• Pushing / Pulling:  able to push and pull small office furniture and some equipment and tools. Occasionally.  

• Sitting:  able to sit for long periods of time in meetings, working on the computer. Daily. 

• Squatting / Kneeling:  able to squat or kneel to retrieve or replace items stored on low shelving. Occasionally.  

• Standing: able to stand for discussions in offices or on the production floor. Daily. 

• Travel:  able to travel independently and at short notice. Occasionally.  

• 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. 

• 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 site and/or customer site

• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Salary Range:

Salary range based on the required profile: $118,000 - $180,000/year.  Actual minimum and maximum may vary based on geographic differential. Individual pay is based on skills, experience, and other relevant factors. This position offers the following benefits:  Medical insurance, Dental insurance, Vision insurance, Prescription insurance, Employee Assistance Program, Flexible Spending Accounts, Health Savings Accounts, Basic & Voluntary Life and Accidental Death & Dismemberment insurance, Short and Long-term Disability insurance, 401(k), Paid time off including paid holidays, Tuition Assistance, Bonus(es) subject to performance criteria.  These are our current benefit offerings for the current plan year and are subject to change without notice..

Take your career to a new level and apply online now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

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:

Aerovel Corporation

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

On-site

Job Family:

Leadership

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Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus 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. Airbus 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.

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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 [email protected].