Customer Technical Representative

About the role

Reporting to the Director of Program Management and working in collaboration with the Program Manager, the successful candidate will be the main point of contact to the customer, support the day to day work in progress execution of CFM56 engines, provide daily updates to the customer, focus on the right priorities, bring creative solution for material requirement and work closely with the Customer. The person will be working in a shop environment, leading the daily technical action and working closely with the Customer on site for decision. The function requires close collaboration and coordination with the Program Manager, Planning, engineering, supply chain, integration, and logistic teams to meet the delivery and contractual commitments.

Main responsibilities:

• Daily on site interaction with the Customer to assess technical items in order to avoid work execution delay.
• Ensure all documentation is provided by the customer to support the engine repair process
• Monitor the engines Work In Progress (WIP) timeline, and provide customer with daily updates and status on multiple repair projects.
• Present and explain multiple inspection findings to the customer to receive their approval
• Oversee and write CFM56 engine workscopes based on customer and engine requirements
• Participate to the daily production review
• Provide priorities to the planning and the production teams, lead actions and raise escalation with cross functional team to ensure on time delivery
• Lead the on-site material reviews panel with the customer and timely action the disposition
• Timely review and present material exchange solution to the customer, according to the technical documentation and contractual obligations
• Produce the customer progress report and lead frequent meetings with the Customer
• Work closely with the ERP system for status and actions requirement, as well as other in house internal systems to action technical decision.
• Coordinate the reception and shipment of customer’s equipment
• Manage customer expectation and timely follow up on their actions deliverables
• Owner of the communication, apply best practice and sound judgment to manage relations between internal and external customers.
• Collaborate in process improvement

What you bring to the role

• Minimum of College degree in related field or any relevant experience would be considered
• Minimum 3 to 5 years of relevant work experience in a customer facing role
• Proactive and take initiative
• Excellent communication and organizational skills
• Ability to multitask, work without direct supervision
• Capable to lead and coordinate actions with inter-functional teams
• Effective communication methods adapted to situation (verbal vs e-mail)
• Capable to understand financial data documents (Invoice, proposal, etc)
• Strong analytical and problem-solving skills with sound judgment
• Capable to excel in a fast paste environment and working well under pressure
• Strong interpersonal skills, ability to influence others and great team player
• Strong ability to adapt to situation in constant evolution
• Customer solution focus and proactive
• Knowledge of Excel
• Innovative and focus on Continuous improvement
• Fluent in English and French
• Willingness to be called afterhours.

Additional skills desired for the role

• Experience with Quantum system
• Experience with CFM56 engines maintenance
• Experience working with complex contractual structure

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.