Product Support Manager
Core
Primary technical interface for regional helicopter customers, resolving technical queries, ensuring airworthiness compliance, and coordinating maintenance logistics.
Role type
Senior IC Product Support Manager
Builds
Continuous fleet operations and customer satisfaction for helicopter operators in Malaysia and the wider region
Domain
Aerospace / Helicopter MRO / Technical Support
Deliverable
client delivery
Required skills
Technical troubleshooting, airworthiness advisory, maintenance logistics coordination, compliance management (ASB/EASB), incident reporting, data analysis, stakeholder management, IT tool proficiency
Preferred skills
Experience with WebTek, Hyperion, ChildNeo, SCDM, Gsuite
Responsibilities
Act as primary technical support interface for customers; Drive technical query resolution using WebTek; Formulate troubleshooting and repair solutions for MROs and operators; Conduct on-site damage/defect assessments; Guide customers in ASB/EASB application and compliance; Track and manage operator ASB/EASB compliance status; Consolidate technical return of experience (RETEX); Synthesize customer issues for Product Improvement Plan; Report local incidents via ISII process; Collect operational fleet data; Provide general technical service to AHM departments; Collaborate with Head of Engineering for process improvements