EMEA Flight Deck Product Support Lead

Job Description

Job Description:

Job Summary:

Navblue is a trusted partner for 500+ customers worldwide, providing Flight Operations solutions and services for Airlines.

NAVBLUE is looking for a Product Support Lead responsible for the quality of the support provided by Navblue on the cluster of Flight Deck products. The ultimate goal is to ensure Customer Satisfaction on this perimeter.

Main Responsibilities:

For the assigned Products Cluster, the Product Support Lead is responsible for:

• The performance and the quality of the support provided to customers by L1/L2 support teams across the EMEA (Europe Middle East Africa) region for Crew Efficiency cluster and Flight Efficiency cluster
  
• Being the focal point of escalation for a family of products within the L2 teams.
  
• Supporting the Principal Support Manager (PSM) in the prioritization of the issues reported by the Customers to be addressed by L3 teams
  
• Supporting the PSM in steering L3 support team activities with regards to the quality and accountability of Root Cause Analysis events
  
• The identification of Customer irritants to be addressed through specific improvement initiatives
  
• Preparing and Presenting Statistical Reviews Weekly with leadership
  
• Ensuring Ticket Quality (gathers necessary info, uses troubleshooting methods, uses documentation/Knowledge Base (KB), works to replicate/confirm issue locally or by signing into customer environment)
  
• Populating KB documentation (guidelines, FAQ, etc)
  

The Product Support Leader has full knowledge of the products they support, both on the customer side and on the server side.

The Product Support Lead also contributes to Customer Facing activities:

• Preparing, attending and following up on customer meetings between Navblue and customers on customer support topics.
  
• Participating in and contributing to regular Navblue customer support internal meetings, such as ticket backlog reduction meetings, product synchronization meetings, and product deliveries meetings.
  
• Participating in Product testing (running & updating test scripts)
  
• Participating in Customer regular or escalation meetings
  
• Working together with the PSM to plan and attend Customer User forums.
  

The Product Support Leader is also responsible for contributing to the following people management activities.

• Involved in hiring and onboarding the team members
  
• Leading and supporting the team in terms of operational management
  
• Assisting the Navblue Customer Support Head of EMEA Region with delegated administrative tasks such as objective setting and people development.
  

Education :

• Engineer or Master degree in software engineering or aeronautics, or equivalent post-secondary degree
  

Experience:

• Experience in Airline Flight Operation (5-10 years)
  
• Such a background could be:
  

- Worked for an airline within Flight Ops Engineering / EFB management

- Worked for a software development company

- Worked for an OEM on EFB / Flight Management perimeter, with experience in customer service

Knowledge, Skills, Demonstrated Capabilities & Competencies:

• Superior analytical and problem solving skills
  
• Strongly focused and self-motivated to overcome challenges to deliver on time and on quality
  
• Project management experience
  
• Flexible, adaptive approach with strong customer focus
  

Communication Skills (Spoken, Written, Influencing, Proficiency in OtherLanguages):

• Excellent written and verbal communication skills
  
  • Strong ability to create and deliver presentations related to the cluster of products.
    
  • Strong presentation skills
    
• Strong interpersonal skills and an ability to interact effectively with senior management, customers and partners
  
• Good English negotiation level.
  
  • Ability to drive negotiation discussions internally
    

Travel Required:

• 20 % Domestic and International
  

Selection and Hiring Commitment

We thank all applicants for applying. Only selected applicants will be contacted.

Navblue is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You’ll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You’ll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

You’ll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.

NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.

NAVBLUE is based in Hersham (UK), Cardiff (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand), Malmö (Sweden), and Gdańsk (Poland) with other offices all around the world.

The Future is Yours for the Taking: https://youtu.be/vdY6gYuceYY

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:
NAVBLUE SAS

Contract Type:
Permanent
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Classe Emploi (France): Classe G13

Experience Level:
Professional

Job Family:
Customer Eng.&Technical Support&Services

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.