Customer Support Specialist

Headquartered in Calgary, AB Eagle Copters Ltd. is a privately owned and operated business with over 40 years of experience in the helicopter industry. Eagle Copters has a well-earned reputation for taking a highly personalized approach to providing leading helicopter solutions to customers worldwide. Specializing in helicopter fleet management, including industry leading capabilities in sales, leasing, completions, product development and engineering, and a MRO provider to major OEM platforms.

Location: Calgary, Alberta, Canada

Position: Full Time

Hours: 7:30 am – 4:00 pm

Job Description:

Reporting to the VP of Engineering, the Customer Support Specialist is responsible for:

Providing technical and logistical support to customers for all aspects of our leased assets, products and services including supporting requests, resolving issues, dealing with AOG (Aircraft on Ground) situations and responding to general inquiries.

Working closely with the Engineering, Commercial, Operations and Supply Chain teams to assist with developing solutions and proposals for aircraft and equipment configurations, developing quotes, generating pricing, liaising between the departments and customers, and ensuring final product quality meets Eagle’s standards of workmanship.

Responsibilities:

 Fielding Customer Support calls and inquiries and using operational and technical expertise to provide guidance and solutions.

 Acting as the primary point of contact to ensure customer satisfaction and management of request response timelines.

 Maintaining a Customer Support task management and record keeping system to track all customer support requests and allow for reporting and trend analysis.

 Analyzing Customer Support task data for trends and opportunities to improve the customer experience.

 Developing, and supporting the continuous improvement of, departmental processes and procedures to ensure consistency and predictability of outputs.

 Proposing opportunities for cost and time savings to suit project or program goals.

 Raising work orders and other requests to other Eagle Operations department, vendors or subcontractors to drive satisfaction of Customer Support task requests.

 Providing support to the Engineering, Commercial and Production teams on solution proposals for Eagle’s projects and opportunities.

 Recommending equipment and investigating applicability, availability and costing of proposed solutions.

 Coordinating with various departments on special configuration projects including configuration design, quoting, job implementation and customer management.

 Managing task prioritization, due dates and change requests for Customer Support tasks to ensure customer satisfaction.

 Reviewing aircraft project scopes of work for accuracy and assisting in the generation of quotes and work orders.

 Providing technical research services to the Engineering and Commercial teams leveraging collected experience and knowledge.

 Championing the highest standards of company product quality, including performing reviews of work and products to ensure they meet Eagle’s standards for acceptable workmanship prior to delivery.

 Attending trade shows, workshops and training courses as directed by the company to ensure knowledge and skills are current.

 Travelling for customer deliveries or other on‐site visits as directed by the company.

Required Skills, Knowledge & Qualifications:

 3 or more years of experience in an aviation customer support role.

 Experience in aircraft maintenance, modification and repair environments

 Strong understanding of CAR 571, 573 and their foreign equivalents.

 Proficient in technical data interpretation of maintenance manuals and aircraft schematics.

 Excellent attention to detail and problem‐solving skills.

 Strong communication skills, with the ability to work collaboratively across multiple departments.

 Excellent computer skills related to Microsoft Office, ERP and Quality related software suites.

 Excellent verbal and written communication skills.

 A positive and proactive attitude related to the support of Eagle’s products and customers.

 Excellent interpersonal skills and ability to build and maintain effective working relationships.

 Exceptional time management and prioritization skills and ability to manage multiple and changing priorities.

 Ability to exercise independent judgement and act in the best interests of the company and customer.

Preference will be given to applicants who also possess:

 Valid AME license with type rating on any of the Bell/Sikorsky/Leonardo/Airbus helicopter types maintained by Eagle Copters Maintenance Ltd.

 Part 27 and/or Part 29 Helicopter completions, upgrades or maintenance experience.

 General aviation completions, upgrades or maintenance experience.

 Experience with ISO 9001:2015/AS9100/AS9110 accredited organizations.

 Familiarity with data analysis techniques to identify trends.

Why work at Eagle?

We believe that everyone should enjoy their job and their place of work. We are constantly striving to ensure our workplace is respectful, safe, and most importantly, a great place to be. Eagle puts a high value on cooperation, accountability, and dependability.

Eagle acknowledges and respects industry experience and bases wages on prior experience and qualifications.

The Eagle benefit package for permanent employees comprises of health, dental, vision care, paramedical coverage (massage therapy, chiropractic, acupuncture etc.), a health care spending account, travel medical insurance, life insurance, AD&D, short and long‐term disability and paid sick/personal days. We also offer a group RRSP program with company matched contributions. We hold employee appreciation and social events throughout the year, and on‐going learning and development programs.

Eagle is an equal opportunity employer and has policies in place to prevent discrimination in our hiring practices based on current Canadian legislation. We encourage applications from qualified aboriginal persons, persons with disabilities, visible minorities, and women.

All applicants must be eligible to work in Canada, are a permanent resident or hold a current and valid authorization (i.e. work permit).

No phone calls will be accepted. We appreciate your interest but only candidates selected for interviews will be contacted.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Vision care

Work Location: In person