Technical Training Manager

POSITION LOCATION: FORT ERIE, ONTARIO

Reporting to the Person Responsible for Training (PRT)/(HO Support & Services), the Technical Training Manager plays a dual, high-impact role within Support & Services. This position is responsible for developing, reviewing and delivering comprehensive on and off-site classroom/practical aircraft maintenance instruction to internal and external stakeholders. Additionally, this role serves as a critical technical bridge for the front-office team, actively supporting Customer Support Representatives by filtering complex technical queries and providing the technical guidance necessary to optimize first-contact customer service.

• Develop, write, review and revise assigned training programs to meet program and lesson objective, including scope, outline, instructor notes, narratives, reference material, training aids, examinations and student training material as appropriate.
• Use state-of-the-art methods of instruction and present instruction using lectures, discussions, demonstrations and practical exercises in classroom, laboratory, hangar and/or flight line sessions.
• Performs duties by teaching from blueprints, schematics, wiring diagrams, inspection guides, flight manuals and other engineering and technical documents.
• In all instruction will use the most appropriate, most effective aids to training such as computers audio-visual aids, mock-ups, graphic art, training films, slide projections, transparencies, charts and/or film strips.
• Provide training and instruction to, but not limited to customer and company maintenance personnel, company support representatives, and customer and AME.
• Supervise students in the performance of their projects.
• Examination review and failure analysis.

• Coordinate and recommend changes and revisions to assigned programs of instruction with the PRT.
• Provide status of all phases of course and assigned projects to the PRT.
• Coordinate course scheduling and planning; issue certification to students completing courses.
• Organize timetable and student enrolment for course.
• Keep record of attendance of all participants.
• Organize the collation of grade marks.

• Technical Filtering:
  Act as the primary technical point of contact for front-office Customer Support Representatives, Customer Logistics Managers and Customer Support Managers, filtering complex inbound customer queries.
• Front-Office Upskilling:
  Provide ongoing technical answers, explanations, and coaching to front-office staff to help them resolve inquiries faster and better serve clients.
• Regularly reviews newly published Service Bulletins, Alert Service Bulletins and Airworthiness Authority Directives and informs front office members of their impact to customer operations.
• Cross-Functional Collaboration:
  
  Bridge the gap between engineering complexities and customer-facing support to ensure accurate, timely communication.
• Assists CLMs and CSMs in keeping an up-to-date database of technical information in AHCA's ERP programs.

• Maintain current knowledge of all aircraft models to which assigned as well as ensure an awareness of all applicable changes in technology and maintenance procedures as they occur.

• College Diploma in Aircraft Maintenance required.
• TCCA AME License required.

• 5 years’ experience with teaching and delivering presentations is required.
• Experience in a manufacturing environment is preferred.
• Experience working in a customer focused setting is preferred.

• Strong leadership skills.
• Excellent written and verbal communication skills.
• Strong Interpersonal skills.
• Must be a team…