Job Description:
Product Support Representative - Skywise Core
Department: Customer Experience
Location: Delhi/Bengalore travel 10/20%
NEWCO provides comprehensive, integrated solutions that drive operational efficiency, enhance safety, and support business growth for airlines and the wider aerospace industry worldwide. Our innovative portfolio spans Electronic Flight Bag (EFB) solutions, flight operations, crew planning, digital maintenance, tech ops, ground ops, maintenance capability, and predictive insights designed to navigate the complexities of modern air travel. With a commitment to fostering digital transformation, we leverage cutting-edge technologies to empower our customers to achieve optimal performance and maintain their competitive edge in a rapidly evolving market.
Summary
The Product Support Representative (Skywise Core) for the ASIA region serves as the primary technical bridge between our digital ecosystem and our airline customers. This is a high impact role focused on deploying advanced digital solutions and ensuring operational excellence. You will act as the technical face of the company, working directly with customers, both remotely and on-site, to navigate the complexities of modern aircraft operations.
Since 2017, we have led the digital transformation of aviation. Through Skywise Core, airlines leverage data driven strategies, AI capabilities, and digital twin technology to enhance decision making and operational resilience. This role ensures our partners maximize these insights to maintain a competitive edge.
Primary Responsibilities
1. Solution Deployment & Integration
Lead the technical deployment of Skywise Core [X] on-boarding (Data & Workflow scoping phase, Prerequisites, data mapping preparation, …)
Organize and follow the Skywise Core on-boarding with Partners.
Validate the quality of data shared by the Airline
Support the transition to In-Service phase, with knowledge transfer to the Support team
Support the delivery & follow-up of the Skywise Core X offer
Ensure that deliverables are in line with the contractual terms (cost, time, quality).
Conduct comprehensive customer training and ensure a seamless transition to the "In-Service" phase through diligent knowledge transfer.
Contribute to Sales activities (Customer Support Director, Central and Region Sales teams) during contract signature phase, under the lead of Sales & Marketing team
2. In-Service Support & Optimization
Supporting customers during in-service phase (Ensure that the End to End Support Model is well executed)
Provide advanced (L2/L3) technical support for complex customer requests and manage the resolution backlog.
Be the frontline contact with our customers: they transform Skywise Core from contract to reality in the airline or MRO.
Pro-active support to your customers, including regular in-service meetings to capture the engagement and identify pain points or opportunities for improvements or upgrades. Assist airlines and MRO to get the most of Skywise Core.
Support to services deliveries (optional modules, migration, upgrades, ...)
In service visits, on opportunity, request from conmmercial teams or if contractual (Skywise Core X2/X3 mandatory visits)
Conduct "Healthchecks" for key accounts, developing and executing engagement plans to improve system performance.
Facilitate regular in-service meetings to capture feedback, identify pain points, and propose upgrades or migrations.
3. Strategic Feedback & Continuous Improvement
Act as the "Voice of the Customer", synthesizing regional feedback for Product Management to influence the future roadmap (gather data and intelligence to improve Skywise product and organization)
Identify opportunities for process enhancements and best practices to increase internal operational efficiency.
Collaborate with Marketing and Central Support on product demos, knowledge base maintenance, and training content development.
Identify new opportunities of Premium or Digital Services and communicate accordingly to Sales & Marketing team
Report progress, status and risks about Skywise Core deployment and usage to Skywise management
Ensure the Skywise Ontology continuous enrichment for Customers (Airlines, MRO, Airbus Business Exparts) (usage exemples: Reliability reports, Fuel Ontology, Load Sheet etc…)
Qualifications & Skills
Education & Experience
Degree: Bachelor’s or Master’s in Engineering (Aircraft Design/Ops), Computer Science, IT, or equivalent technical experience.
Experience: 4+ years of professional experience in a customer-facing technical support or implementation role.
Technical Proficiency
SaaS Expertise: Proven ability to identify, reproduce, and resolve technical issues within complex software workflows and logs.
Data Literacy: Familiarity with Big Data, AI, databases, or web technologies is highly preferred.
Aviation Knowledge: Understanding of Airline Maintenance, Engineering, Flight Operations, or Technical Operations (and relevant regulatory frameworks) is a significant advantage.
Core Competencies
Communication: Fluent in English (written/verbal), with the ability to translate complex technical concepts for pilots, dispatchers, and maintenance crews.
Problem-Solving: A proactive, analytical mindset capable of making rapid, accurate decisions during operational disruptions.
Autonomy: Highly organized with the ability to multitask and manage priorities in a fast-paced environment.
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.
Company:
Airbus India Private Limited
Employment Type:
Permanent
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Experience Level:
Professional
Job Family:
Customer Eng.&Technical Support&Services
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