EIS and Warranty Coordinator

Job Description:

Job The position reports directly to the Manager of Customer Support. The successful candidate will be responsible for overseeing the EIS development phase on the De Havilland Canadair 515, while also managing the active EIS activities for DHC Canadair and DHC6-300G platforms. Additionally, this role serves as the primary coordinator for warranty and account management activities post-delivery. The position acts as the central point of contact between customers and internal DHC teams to ensure timely delivery of EIS entitlements, proactive issue resolution, performance monitoring, and effective warranty claim management. This role also supports governance reporting, escalates operational risks, and drives continuous improvement in early fleet performance.Role & ResponsibilitiesDevelopment of optimized EIS offerings during the aircraft sales process – including potential new Afterspanet offeringsServe as the primary Entry Into Service (EIS) coordinator for new DHC CL-515 and DHC6-300G Series customers, developing strong customer relationships and acting as the main point of contact throughout the EIS phase.Lead and manage the complete EIS lifecycle for DHC6 and CL platforms, by defining the EIS process, developing and maintaining comprehensive project plans, and ensuring clear alignment and communication between customers and internal teams.Manage EIS project planning and execution by leading regular conference calls with customers and DHC internal teams, maintaining detailed project plans, and ensuring alignment, progress monitoring, and prompt resolution of issues.Partner with DHC internal and external stakeholders to ensure seamless delivery of all EIS entitlements per the Purchase Agreement, while proactively managing and resolving EIS-related and customer issues across the project lifecycle.Promptly escalate EIS-related issues to DHC internal and external customers to facilitate effective resolution.Support EIS governance activities by providing critical updates and presenting governance and visibility reports to enable informed decision-making across all organizational levels.Identify revenue-generating opportunities related to EIS services, training, and modifications, and support business capture in collaboration with Commercial and Sales teams.Act as the Voice of the Customer by actively gathering feedback, addressing concerns, and communicating customer insights to internal leadership to drive service improvements.Support and participate in internal calls to track the production and development phases of production aircraft, ensuring all activities align with the scheduled Entry Into Service date.Assist in the coordination and execution of afterspanet deliverables for the CL program, working closely with internal teams to develop solutions, manage schedules that meet customer requirements and contractual obligations.Manage complete, and timely communication with customers regarding warranty claim status, outcomes, and next steps via scheduled account reviews, conference calls, and written reports (email, fax, or telephone).Act as a point of contact across multiple functional groups to clarify warranty interests, entitlements, and responsibilities.Process and input warranty claims into the system, ensuring accurate tracking and documentation of all warranty activities.Coordinate the ordering of warranty replacement parts and monitor open order status to ensure timely fulfillment.Work with internal teams to review and analyze repair teardown reports to determine warranty applicability and support claim resolution.Collaborate with internal teams—including In-Service Supplier Management, Programs, Contracts, and Service Bulletin Groups—to address warranty inquiries and provide guidance.Support Customer Improvement initiatives by analyzing warranty trends, identifying recurring issues, and recommending opportunities to enhance processes.Support other initiatives and projects as required. Administrative responsibilities, including weekly / monthly Governance.Required to travel worldwide and in certain cases on short notice.EducationMinimum requirement - College diploma in Commerce, Business Administration and/or equivalentDegree in Commerce, Business Administration and/or equivalent preferredSkills & ExperienceBackground in aviation, aerospace engineering, aircraft maintenance, or customer support (experience with aircraft OEMs, MROs, or airlines is a strong asset).You must have excellent interpersonal skills, both oral and written and be a confident speaker with strong presentation skills (both internally and with customers), and be comfortable with presenting to all levels of management Strong organizational and time-management skills, with the capability to manage multiple accounts simultaneously.Self-motivated, able to work independently, prioritize tasks, manage multiple time sensitive initiatives simultaneously.You are a team player and are capable/comfortable working in a fast-paced 24-7 environment. Able to occasionally support critical customer needs during non-business hours. Ability to interpret technical documents, maintenance manuals, and service bulletins (preferred).Proficiency in Microsoft Office (Excel, PowerPoint, Word) and familiarity with CRM tools or enterprise systems.

Job Ident #: 1987

Company Details

De Havilland Canada

123 Garratt Blvd
Toronto, Ontario M3K 1Y5 Canada
dehavilland.com

Throughout an impressive 75-year history of producing various models of aircraft in Canada and for the world, De Havilland has always proudly been known for its adaptability and dependability. Being responsible for creating some 3,500 aircraft—includ...

Supported Manufacturers:
De Havilland

Supported Models:
Dash 8-400

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Job Info

Location

Mississauga, Ontario, Canada

Type

Permanent

Company Details

De Havilland Canada

123 Garratt Blvd
Toronto, Ontario M3K 1Y5 Canada
dehavilland.com