Product Support Representative (Japanese fluent written and spoken))

• 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
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Experience Level:
Professional

Job Family:
Digital

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