Job Description:

WE’RE LOOKING FOR A 

TECHNICAL TRAINING MANAGER

POSITION LOCATION: FORT ERIE, ONTARIO

Reporting to the Person Responsible for Training (PRT)/(HO Support & Services), the Technical Training Manager plays a dual, high-impact role within Support & Services. This position is responsible for developing, reviewing and delivering comprehensive on and off-site classroom/practical aircraft maintenance instruction to internal and external stakeholders. Additionally, this role serves as a critical technical bridge for the front-office team, actively supporting Customer Support Representatives by filtering complex technical queries and providing the technical guidance necessary to optimize first-contact customer service.

MAIN RESPONSIBILITIES

Training

• Develop, write, review and revise assigned training programs to meet program and lesson objective, including scope, outline, instructor notes, narratives, reference material, training aids, examinations and student training material as appropriate.

• Use state-of-the-art methods of instruction and present instruction using lectures, discussions, demonstrations and practical exercises in classroom, laboratory, hangar and/or flight line sessions.

• Performs duties by teaching from blueprints, schematics, wiring diagrams, inspection guides, flight manuals and other engineering and technical documents.

• In all instruction will use the most appropriate, most effective aids to training such as computers audio-visual aids, mock-ups, graphic art, training films, slide projections, transparencies, charts and/or film strips.

• Provide training and instruction to, but not limited to customer and company maintenance personnel, company support representatives, and customer and AME.

• Supervise students in the performance of their projects.

• Examination review and failure analysis.

Plan, Maintain and Continuously Develop Training 

• Coordinate and recommend changes and revisions to assigned programs of instruction with the PRT 

• Provide status of all phases of course and assigned projects to the PRT 

• Coordinate course scheduling and planning; issues certification to students completing courses

• Organize timetable and student enrolment for course

• Keep record of attendance of all participants

• Organize the collation of grade marks

Front-Office & Customer Support Enablement

• Technical Filtering: Act as the primary technical point of contact for front-office Customer Support Representatives, Customer Logistics Managers and Customer Support Managers, filtering complex inbound customer queries.

• Front-Office Upskilling: Provide ongoing technical answers, explanations, and coaching to front-office staff to help them resolve inquiries faster and better serve clients. 

• Regularly reviews newly published Service Bulletins, Alert Service Bulletins and Airworthiness Authority Directives and informs front office members of their impact to customer operations.

• Cross-Functional Collaboration: Bridge the gap between engineering complexities and customer-facing support to ensure accurate, timely communication.

• Assists CLMs and CSMs in keeping an up-to-date database of technical information in AHCA's ERP programs.

Airbus Helicopter Knowledge

• Maintain current knowledge of all aircraft models to which assigned as well as ensure an awareness of all applicable changes in technology and maintenance procedures as they occur.

POSITION REQUIREMENTS

Education

• College Diploma in Aircraft Maintenance required. 

• TCCA AME License required. 

Experience

• 5 years’ experience with teaching and delivering presentations is required.

• Experience in a manufacturing environment is preferred.

• Experience working in a customer focused setting is preferred.

Knowledge, Skills and Abilities

• Strong leadership skills.

• Excellent written and verbal communication skills.

• Strong Interpersonal skills.

• Must be a team player.

• Strong instructional background.

• Able to use significant independent action/ judgement in order to solve highly complex problems.

• Able to work under broad supervision.

• Disciplined and able to maintain confidentiality.

• Able to travel extensively.

• Attention to detail.

• Excellent analytical skills.

• Demonstrated problem solving skills.

• Ability to show flexibility in a changing environment.

• Proficiency in Google Suite.

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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