Job Description:

Field Technical Representation:

• Providing guidance to the customer on recommended/best practices as per company’s guidelines and documentation.
• Provide guidance to the customer on maintenance related queries and liaising with level 2 or 3 technical support (support hub or specialist) to bring resolution to all customer queries within the allotted time.
• Keeping an updated log of queries for each of the customers and liaising with appropriate departments (internal or external) to ensure prompt response.
• Participating in customer irritant mapping processes by providing valuable input for the customer base.
• Participating in the scheduling of customer visits and ensuring customers are getting the appropriate exposure to the support personnel required.

Field Technical Services:

• When directed by the company, performing field interventions, such as:
• Fault finding and technical assessment
• Helicopter maintenance under AHZA Aircraft Maintenance Organization
• Helicopter repairs under AHZA Aircraft Maintenance Organization.

Reporting:

• Ensuring high levels of communication between AHZA and its Customers/operators in order to achieve high levels of safety satisfaction
• Ensuring accurate reporting as well as needed actions initiated
• Communicating and updating customers on a periodic basis, corrective actions on known defects even if the status has not changed.
• Providing coaching to the Junior Technicians in terms of know-how and best practices.
• Seeking and reporting on top customer irritants and ensuring follow-up is done with the customer center/central team to be resolved in the best possible timeframe.
• Competent on Microsoft office suite, Webtek/Siebel

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.

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