Technical Customer Representative

September 15 2023
Industries Airspace, Aviation, National Defence
Categories Customer service,
Montreal, QC • Full time

About the role

The selected candidate will work closely with the Program Manager (PM) and their Customer to coordinate the engine shop visit inductions and manage its progress and requirement until redelivery to customer.

  • The Technical Rep will support Workscope with the customer and propose adjustments and cost effective recommendations as needed
  • Oversee the Work In Progress (WIP) and monitor redelivery timeline, participate at the production meeting
  • Interact daily with their customer to provide updates and address or answer questions
  • Work and interact closely with the supporting teams on shop visit execution
  • Present and explain technical data and seek approval from customer to support workscope changes and engine timelines
  • Review Snags and any technical queries, work closely with Engineering department on a daily basis
  • Work with Customer and Engineering to validate engine build configuration
  • Track WIP timeline and address roadblocks with internal stakeholders and share with customer. Work closely with the PM for escalation to ensure On Time delivery and meet customer expectation
  • Ensure all contractual documentations are provided to support the engine shop visit at incoming and outgoing
  • Attend meeting with onsite Customer Representatives
  • Assist the Engineering Team with engine troubleshooting and ensure customer alignment on a solution
  • Work closely with PM, finance and Contract to formalise Change Request (CR) and cost estimate prior sending to customer for approval
  • Ensure invoice tracking and work closely with finance team for timely completion according to contract
  • Process Material exchange form (Material substitution Request (MSR)) timely to support the operation by working closely with supply chain and customer
  • Coordinate logistic arrangement of equipment delivery between customer and logistics team
  • Lead the final invoice review with finance and work with customer for final payment
  • Work with the Customer to solve Invoice dispute and seek timely payment
  • Participate to profitability review internal meetings
  • Assist the Customer Service Representative with material and logistic requirement and related administrative tasks may be required
  • Update various trackers for program management and customer communication
  • Responsible to perform post-delivery customer survey
  • Lead Program improvement projects.

What you bring to the role

  • Engineering bachelor’s degree is preferred or relevant technical experience
  • 2 to 5 years of work experience in a Customer facing role
  • Experience working with complex contractual structure
  • Strong analytical and problem-solving skills with sound judgment
  • Great organizational and planification skills
  • Capable to excel in a fast-paced environment and work well under pressure
  • Ability to multitask, work without direct supervision and take initiative
  • Strong interpersonal skills, ability to influence others
  • Great team player and experience working with an Integrated Product Team (IPT) structure
  • Advanced knowledge of Excel
  • Innovative and focus on Continuous improvement
  • Being able to communicate Technical information effectively
  • Excellent communication skills in English ( Spoken and written), Knowledge of French is an asset.
* Willingness to be called afterhours and to work extended hours if necessary.

Additional skills desired for the role

  • Experience working in the Aviation field and or Maintenance, Repair and Overhaul (MRO) is preferred
  • Knowledge of CFM56 engine is preferred
  • Experience with technical manuals such as : ESM, AMM, SB/AD, etc.
  • Experience reading different engine records and or logbook
  • Experience with Quantum system
  • Experience with Sales Force Customer Relationship Management (CRM) application
  • Teleworking opportunity available but this role requires the candidate to be onsite for daily customer meeting.

What we offer you

We walk our talk when it comes to work/life balance! Your physical, mental and financial wellbeing matters to us. On top of working in a highly supportive, friendly, respectful environment, this is what you can expect when you join our team as a Regular Full-Time employee:

  • Flexible, compressed work schedules, depending on business requirements, where you have the option of Fridays off, as well as the possibility to work remote part-time
  • Competitive compensation
  • Time to recharge with vacation, personal days, holidays, and parental leaves
  • Comprehensive Family Medical, Dental and Vision coverage available on your first day of employment, along with:
    • Virtual Health Care (24/7 access to medical professionals)
    • A Wellness Spending Account to aid in your wellness journey
    • Employee & Family Assistance Program (EFAP) which includes free face to face counselling sessions
    • Medical Travel Insurance
    • Onsite fitness facilities at our main office locations
  • A Registered Retirement Savings Plan that includes matching company contributions on your first day of employment, that also includes access to Financial Advisors providing investment advice and comprehensive financial planning
  • Employee discounts to save on goods, services and various recreational activities
  • Access to a robust spectrum of development resources to enhance your skills and/or advance your career including:
    • Free learning resources through a modern and engaging platform
    • Education Assistance Program
    • Reimbursement for a professional membership
    • Self-directed Mentoring

About us

Lockheed Martin Canada is the Canadian-based arm of Lockheed Martin Corporation, a global security and aerospace company employing 115,000 people worldwide, including more than 1,300 Canadians. By applying innovative approaches of our highly skilled and experienced Canadian workforce, we have been Canada’s trusted defence and aerospace partner for over 80 years. We operate major facilities in Ottawa, Montreal, Halifax, Calgary and Victoria and work on a wide range of programs from advanced naval technology products and unmanned systems software to providing delivery and in-service support of the latest military aircraft to commercial engine repair and overhaul capabilities. This position is part of the Lockheed Martin Commercial Engines Solutions team within our world-class facility in Montreal, where approximately 400 employees engage in comprehensive engine maintenance, repair and overhaul, as well as customized engine builds for military and commercial operators.

Apply now!

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