Publications Support Representative - Jobs in Calgary, AB

Job Description

The OrganizationDe Havilland Aircraft of Canada Ltd. (‘DHC’) is a proudly Canadian aerospace company currently transitioning its corporate headquarters to Calgary, AB. DHC is undertaking a consolidation of its underlying subsidiary companies under a single brand currently offering engineering, aftermarket, new aircraft manufacturing, modifications, parts manufacturing and flight training. DHC currently has approximately 1,200 employees based in BC, AB and ON as well as in markets and distribution hubs world-wide. Our strong entrepreneurial spirit, together with a culture of empowerment, quality and innovation create opportunities to grow and succeed in an organization with a proud heritage and bright future.ProfileThe primary purpose of the Publications Support Representative is to coordinate the provision of Viking ICAs (instructions for continued airworthiness) and complimentary manuals and documentation (Technical Publications) to operators, regulators and other users. Analyze, research and monitor customer feedback on Technical Publications change requests, and engage with other stakeholders to address root causes to initiate rectifications as required. Represent Viking in a professional and courteous manner in every communication with customers or prospective customer. Strive to achieve world class customer service performance.Duties & ResponsibilitiesTechnical Publications Coordination: Ensure Technical Publication access requirements of Viking’s operator/customers and other data users are satisfied, and that Viking’s Service level objectives are met:Act as the primary point of contact for requests for access to Viking’s Technical PublicationsLiaise with the Technical Publications Coordinator to confirm that final accurate versions of technical publications are available for distribution to operators, maintainer, regulatory authorities, and internal stakeholders as required.Distribute technical publications to users directly and via distribution service providers, as appropriateParticipate and support the development of QDs and Wis.Technical Publication – Source Data Creation:Create source information supporting the formal creation of revisions and new Technical PublicationsQuality Administration (Technical Publications):Collect and report Customer Complaint Feedback (CCF) related to Viking’s Technical PublicationsWork with quality, engineering, airworthiness, supply chain, and technical service representatives to conduct root cause determination and develop corrective actionsProactively identify corrections and improvements to Viking’s Technical PublicationsCommercial Activities and Performance:Accurate entry, review and management of customer orders including PO changes and customer schedule changesProactively communicate customer order status updatesEnsure business/commercial aspects of Technical Publications provisioning are satisfied through aspects such as quoting, invoicing, and working with associated departments with Viking.Monitor commercial metrics to ensure that business objectives are satisfied in the delivery of Technical Publications and related servicesR2E/Continual Improvement:Actively participate in Viking R2E programAssist in the development of standard work for TSC activitiesUnderstand metrics that measure key performance parametersStrive to achieve world class levels of customer service and product supportEducation QualificationsPost-secondary diploma or certificate in related fieldExperienceRelated industry experience in Customer Support, Technical PublicationsSkillsIntermediate user knowledge of MS Office Suite (MS Word, Excel, and PowerPoint)Self StarterWorks well independently and as part of a teamEager to learn and share knowledge with peersExcellent interpersonal skillsTime management skillsAt De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation and disability, are encouraged to apply.At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply.Quick Apply

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