• 09-Oct-2020 to 18-Jan-2021 (CST)
  • Customer Services
  • Mirabel, QC, CAN
  • Full Time

Airbus' ties to Canada were deepened in October 2017 when Airbus sought to acquire a majority stake in the C Series Aircraft Limited Partnership (renamed Airbus Canada Limited Partnership in June 2019), the entity that manufactures and sells Bombardier's single-aisle C Series jets- rebranded the A220 Family, with its two versions designated the A220-100 and A220-300.  The partnership markets, manufactures and supports the A220 Family worldwide.


  • Contribute to the definition and execution of the A220 Fleet performance plan,
  • Provide leadership and alignment within Customer Services functions on Fleet performance initiatives priorities and communicate internally and externally on the progress of these initiatives.


May be required to act as Deputy of the Head of Program Support

  • In this role, act as the deputy of the Head of Program Support in her/his absence and represent A220 Program Support in the following forums when delegated by the Ho:
    • A220 Customer Services Leadership Team weekly review;
    • Program, Engineering, Procurement regular governance forums attended by the Ho.
    • Transformation forums attended by the Ho.


Main activities


Technical Operations focal

  • Program Support focal for Technical Operations
  • Provide leadership, guidance, coaching and support to the Program Technical Operation team.
  • Act as the focal and expert on in-service issues for an assigned portfolio of ATA chapters (e.g. covering Systems and Powerplant in particular);
  • Monitor those ATA chapters from a fleet performance standpoint.
  • Based on the criticality of the supplier to the performance of the fleet, attend supplier management meetings on behalf of Customer Services for your ATA chapters' domain of responsibility.
  • In coordination with the A220 Program Support Governance director, define the required budget and manage it for all activities related to Technical Operations.


Overall responsibility for MISP progress and Customer Services Change Board focal

  • Responsibility for the progress of MISP items and have end-to-end leadership for resolution of the MISP items falling under your ATA chapters' area of responsibility.
  • Owner of key MISP KPIs, in particular the Time-To-Get-a-Fix (TTGF) KPI.
  • By delegation of Ho, Chairman of watchtower & boost maturity OI reviews and will represent Customer Services at the various Change Boards, particularly the CCB.
  • Lead the collection of impact statements from all A220 Customer Services stakeholders to ensure that all in-service impacts are properly assessed, evaluated and documented as an input to the Change Board.
  • As required, act as the empowered delegate of the Head of Program Support on the Change Boards (LB, EB, CCB).
  • Define and align the in-service overall strategy for all changes presented to the Change Board.
  • In coordination with the A220 Program Support Governance director, define the required budget and manage it for all activities related to Fleet Performance and Program Support.
  • Establish and maintain a strong collaborative relationship with A220 Suppliers, particularly in the analysis of root cause of in-service issues and the definition of technical solutions.
  • Work closely with the Manager Supplier Support Management to design supplier recovery plans as required for in-service issues falling under job holder's ATA chapters' of responsibility,


Solution embodiment  

  • Develop the Service Bulletin (SB) fleet embodiment strategy (taking into account the allocation strategy, the determination of required seed units needed and the overall commercial conditions of the Service Bulletin)
  • Ensure SBs are issued as early as possible and, for OR MISP items, potentially independently from POE to ensure swift incorporation of the SB on in-service fleet.
  • Secure support from SATAIR and SBP to solution embodiment (kitting, spares...), and set up regular fleet retrofit meeting to review showstoppers.
  • By delegation of Ho, chair and run SBCB or A220 equivalent.



Customer management

  • Manage the relationship and communication strategy for the portfolio of customers in relation to these customers' specific A220 fleet performance.
  • Work closely with the Director Fleet Operations & Customers and Transformation to align on communication to customers from a reporting format and frequency standpoint.


Safety & airworthiness customer services focal

  • Program Support focal for safety & airworthiness issues and representative on Continued Airworthiness Review Board. Will attend CARB meetings on behalf to ensure end-to-end oversight of the safety & airworthiness of the fleet.
  • In this domain, work in close cooperation with the Head of Engineering and Maintenance (SE) and the Head of Flight Ops and Training (ST).


Predictive maintenance priorities definition focal

  • Chair decision on predictive maintenance new developments.
  • Take into account the analysis of In-Service Events, top OR/Severe Event drivers and top Dispatch Availability drivers and provide guidance to the FlightLink team on which algorithms should be developed in priority.


Transformation support

  • Finally, as required support the definition and execution of Transformation and Integration initiatives related to Customer Services;




  • Job holder will be a key contributor to the achievement of the one of the top 3 priorities for the A220, namely the improvement of the fleet performance through his/her actions on the following dimensions:
    • Engage rapidly the evaluation and investigation of technical issues in order to introduce them when relevant - into the "Resolve Fleet Issues" process and achieve the A220 14-month MISP resolution objective.
    • Deploy quickly efficient mitigations (maintenance / repair procedures, flight / cabin crew operational procedures, additional Supplier equipment spares or AIRBUS proprietary parts, information to Customers) in order to prevent their occurrence or minimize their operational impact.
    • Closely monitor the performance of the in-service fleet and define / maintain the associated Fleet Performance actions plan.
    • Embody solution in-service so as to improve fleet performance (A220 fleet and individual customer fleets).
    • On all these dimensions, the orientation and decisions taken by the job-holder will have significant impact on the customer satisfaction and the achievement of the program fleet performance targets.
  • Other dimensions relevant to the position:
    • The position requires an ability to interface credibly with Customer Senior Management (e.g. VP Technical & Maintenance of large airlines) and the jobholder will get significant visibility within the airline community.
      • The program will comprise ~150 aircraft in-service at the end of 2020 among 7-9 operators, worldwide and the installed base is growing with ~70 aircraft to be delivered in 2021 and an additional 6-7 operators to be added to the existing ones.
      • The job holder covers multiple technical areas of the aircraft (Systems and Powerplant ATA chapters)
      • The job holder is expected to manage a subset of the entire customer portfolio of A220 customers and participate in customer specific meetings as required.
    • Lead the S contribution to the full Change management process (and represent Ho at Change Control Board when delegated)
    • Ensure follow-up of airworthiness issues (and represent Ho at Continuous Airworthiness Review Board when delegated)
    • The position requires an ability to interface with senior management at suppliers as well, in support of the in-service supplier management and procurement teams, particularly in definition of the in-service supplier performance improvement plans for the jobholder's respective ATA chapter area of responsibility.


  • Subordinate employees (FTE headcount): 8-9



  • Aerospace Engineering degree or equivalent;
  • Strong Project management skills
  • Minimum of fiften (15) years of experience in Engineering and/or aircraft operation, with a minimum of five (5) years in a management role;
  • Experience in managing important multi-disciplinary projects;
  • Significant experience in interacting with Airline customers and managing relationships;
  • Airbus and/or A220 and/or Aerospace Customer Services experience (minimum of 5 years) is a requirement;
  • Customer focused and behave with integrity at all time with no compromise;
  • Strong business and financial acumen combined with a strategic view;
  • Excellent interpersonal and communication skills and treat people with respect;
  • Demonstrated capability of building and leading high performance teams in a fast-paced environment, with constantly changing priorities;
  • Care for people development and value everyone's contribution;
  • Available for short notice travel and have flexible working hours.


Please upload your resume in French and English.

As a leader in our field, Airbus Canada Limited Partnership provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status.  In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. 

Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status.  Improper interference with the ability of Airbus' employees to perform their job duties may result in discipline up to and including discharge.

As a matter of policy, Airbus does not sponsor visas for North American positions unless specified.  Only applicants with current work authorization will be considered. 

Airbus does not offer tenured or guaranteed employment. 

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