Manager, Technical Support

Airbus Helicopters, Inc. is seeking a Manager, Technical Support to pioneer and scale frontline technical support operations for the Flexrotor UAS platform. This role is based in either Bingen, Washington, or Grand Prairie, Texas, with extensive travel to Bingen required during the initial 90 days for those based in Texas.

About the Team

The Airbus Helicopters Flexrotor Program develops one of the most sophisticated small tactical unmanned aerial systems (STUAS) with vertical take-off and landing (VTOL). It supports day and night operations for US and allied forces in intelligence, surveillance, target acquisition, and reconnaissance (ISTAR) on land and at sea.

Your Working Environment

• Bingen, WA: Located in the Columbia River Gorge, this site offers innovation and flexibility, with opportunities to contribute to game-changing solutions in a scenic Northwest setting.
• Grand Prairie, TX: Situated near Dallas-Fort Worth, this location hosts over 1,000 employees and provides access to professional sports teams, including a custom Airbus helicopter dedicated to the Dallas Cowboys.

Responsibilities

• Technical Support & Customer Interface (45%):
  • Resolve customer requests via phone, email, or technical databases, assisting with troubleshooting, product information, documentation, repair requests, and technical inquiries.
  • Provide dedicated support to Flexrotor customers, operators, service centers, and UAS/uncrewed system operators.
  • Interface with Engineering on product improvements and procedure development/maintenance.
• Technical Assistance Team Management (20%):
  • Lead department activities in alignment with company strategy and leadership needs.
  • Mentor and manage technical support team members, including performance reviews and cross-training for service continuity.
  • Analyze data to implement corporate strategy and establish workload planning for the team.
• Technical Support & Documentation Management (20%):
  • Lead department projects to ensure timely customer deliverables.
  • Review and control documentation for system operation and maintenance.
  • Track modification requests, applied configurations, and technical events/faults; issue Service Bulletins and provide hotline support.
  • Draft cost estimates and review technical event/fault analyses.
• Maintenance / Repairs Analysis, and Continuous Improvement (25%):
  • Review customer requests and recommend cost-effective, technically sound actions.
  • Analyze technical data for UAS service trends and develop procedures to address service problems.
  • Manage technical publications and guide technical writers.
  • Support accident investigations, focusing on root cause analysis and safety improvements.
  • Provide off-hours support for urgent customer requests.
• Marketing/Sales and Company Sponsored Events/Demo (10%):
  • Support marketing activities, including product demonstrations, tradeshows, and seminars.
  • Deliver technical presentations on product improvements at industry events.

Requirements

• Bachelor’s degree in software, mechanical, or electrical engineering, or a related field.
• Eight (8) or more years of experience in Aerospace, UAS, Software, or a related industry.
• Ability to present technical and metric-oriented data clearly and concisely.
• Experience evaluating and interpreting contracts, data deliverables, and procedures.
• Proficiency in technical data analysis, electrical and mechanical skills, and interpreting engineering documentation, blueprints, and FAA Regulations.
• Familiarity with global databases such as Siebel, SAP, Google Suite, and Microsoft Office.
• 50% domestic and international travel required.
• Ability to work in the US without visa sponsorship.

Physical Requirements

• Onsite: At least 50% onsite, with 50% in the field or remote.
• Vision: Ability to read computer screens, documents, reports, and engineering drawings daily.
• Hearing: Ability to participate in conversations and hear safety warnings daily.
• Speaking: Ability to communicate clearly in conversations and meetings daily.
• Equipment Operation: Ability to operate office equipment (computer, telephone, copier, etc.) and production tools (e.g., hydraulic lifts) daily.
• Carrying: Ability to carry documents, tools, and equipment up to 30 lbs occasionally.
• Lifting: Ability to lift up to 50 lbs occasionally.
• Pushing/Pulling: Ability to push/pull small office furniture and equipment occasionally.
• Sitting/Standing: Ability to sit or stand for extended periods daily.
• Squatting/Kneeling: Ability to squat or kneel to retrieve items occasionally.
• Walking: Ability to walk through office and production areas, including uneven surfaces, daily.
• Travel: Ability to travel independently and at short notice occasionally.
• Personal Protective Equipment (PPE): Steel-toed shoes required for shop floor visits; hearing/eye protection may also be required.

Pay

Salary range: $118,000 - $180,000 per year. Actual minimum and maximum may vary based on geographic differential. Individual pay is determined by skills, experience, and other relevant factors.

Benefits

• Comprehensive insurance coverage: medical (traditional and high-deductible plans), prescription, dental, vision, life, disability, and Employee Assistance Program (EAP).
• Retirement savings plan with 401(k) and Employee Stock Ownership Plan (ESOP).
• Paid time off, including personal time, holidays, and a generous paid parental leave program.
• Incentive compensation, including potential profit-sharing schemes.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Basic & Voluntary Life and Accidental Death & Dismemberment (AD&D) insurance.
• Short- and Long-term Disability insurance.
• Tuition Assistance.
• Bonus(es) subject to performance criteria.
• Relocation assistance for qualified positions.

Benefits are subject to change without notice for the current plan year.