Job Description:
Skywise, an Airbus digital services company 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.
The Product Support Representative plays an integral role as the primary technical interface with the customer as it pertains to deploying digital solutions and supporting their operations. This role involves direct contact with the Customer, including on-site visits, under the guidance of the Customer Success Manager when applicable. The ideal candidate is customer focused, analytical, and possesses a strong problem solving mindset.
Primary Responsibilities:
Deployment of Crew Planning Digital Solutions
Product Support Representative is fully responsible for all technical activities required to successfully deploy Crew Planning Newco Digital Solutions. This may include Customer stakeholders management and steering activities required on the customer side. These tasks usually fall on the following main families:
* Data & Workflow scoping phase, prerequisites, data mapping preparation, sourcing and consolidation,
* consolidation of the configuration,
* delivery of Customer Training,
* preparation and support to the User Acceptance Tests, including analysis and resolution of technical queries
* Support the transition to In-Service phase, with knowledge transfer to the Support team
* follow-up on any additional needs raised by the customer
In Service support of Crew Planning Newco Digital Solutions
Contribute to complex Customer request solving, supporting L1/L2 or L3 teams.
Manage Customer backlog and perform regular follow-up meetings on outstanding tickets
When the need for a stronger engagement is identified and validated by the CX Region Leadership Team, perform an in depth review of Customer situation (Healthcheck), propose a specific engagement plan and execute it with the customer
Support on-call rotations to ensure customers continue to receive support
Contribute to tasks beneficial to customers in all regions (local for global) as directed by the local managements
Act as a bridge between airline customers and internal teams
Customer Feedback loop
Contribute to consolidation of the Customer Voice for the region. Under the guidance of the Product Support Lead and Customer Success Managers.
Prioritize all the customers queries, requests and painpoints related to Crew Planning in Asia and provide them to the Product Support Manager.
Continuous Improvement and Other activities
Identify opportunities for process enhancements and implement best practices to increase operational efficiency.
Support other CX functions, such as marketing for detailed product demos, central support for knowledge base maintenance and training content development
Travel: 10-20%
Education:
Required
● Degree in Engineering in the fields of Aircraft Design, Aircraft Operations, IT, Computer Science or equivalent experience
Experience / Skills:
Required
4 or more years of professional experience in the domain of Airline Crew planning
Support experience (Customer interface internal or external)
Communication Skills: Excellent written and verbal communication skills to convey concise, structured instructions and explanations to both technical and non-technical users (pilots, crew managers, etc)
Training & Documentation: Ability to conduct customer training and contribute to the development of customer-facing technical documents and knowledge base articles
Problem-Solving: Strong, proven ability to solve complex problems and make quick, accurate decisions during disruptions.
Organization & Management: Multitasking, Attention to Detail, Time Management & Prioritization
Attitude: Proactive, self-confident, able to work autonomously, and possessing a continuous improvement mindset to identify process bottlenecks and propose fixes.
Preferred
● Technical & SaaS Proficiency: This role sits at the intersection of the product and the user, requiring strong technical acumen to troubleshoot and act as a liaison
Software & Application Skills: ability to identify, reproduce, diagnose, and resolve technical problems. This often involves analyzing logs and understanding system workflows
System Tools: Proficiency with ticketing/project management software and general business tools.
Knowledge of databases or web technologies can be highly beneficial
Knowledge in Big Data and Artificial Intelligence
● Industry & Domain Expertise: understand Airline maintenance, engineering and flight operations
Aviation Operations Knowledge in Flight Operations and Technical Operations
Regulatory Framework: Basic knowledge of relevant Aviation Regulations
Communication Skills:
Required:
● English fluent written and spoken
Mandatory:
● Japanese fluent written and spoken
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 Flight Operations Services Limited
Employment Type:
Permanent
-------
Experience Level:
Professional
Job Family:
Digital
By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.
At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
