Product Support Representative

Job Description

Job Description:

Role Overview

The Fleet Performance Product Support Representative is the primary technical interface for our airline customers within the EMEA region. You will be responsible for deploying and supporting a sophisticated suite of digital solutions, including Skywise Health Monitoring , Predictive Maintenance , and Fleet Performance+ .

These applications utilize real time flight data to anticipate maintenance needs and optimize fleet reliability. In this role, you will bridge the gap between complex data analytics and real-world aircraft operations, ensuring our customers achieve maximum fleet uptime.

Key Responsibilities

Technical Deployment & Implementation

• Project Lifecycle Management : Lead the technical execution of fleet solution deployments, from initial data/workflow scoping and mapping to final configuration.
  
• Stakeholder Alignment : Coordinate with customer stakeholders to ensure prerequisites are met and system integration is seamless.
  
• Validation & Training : Facilitate User Acceptance Testing (UAT), resolve technical queries during the pilot phase, and deliver comprehensive training to airline engineering teams.
  
• Knowledge Transfer : Smoothly transition newly deployed solutions to the In-Service Support teams through detailed documentation and handover sessions.
  

Operational Support & Performance Optimization

• Advanced Troubleshooting : Resolve complex L2/L3 customer requests, analyzing system workflows and data logs to diagnose root causes.
  
• Account Health : Perform periodic "Health Checks" for airline partners, identifying engagement gaps and executing tailored improvement plans.
  
• Operational Continuity : Manage customer backlogs, participate in on-call rotations, and act as the technical liaison between the airline and internal product teams.
  

Voice of the Customer & Continuous Improvement

• Strategic Feedback : Consolidate regional customer feedback and prioritize pain points to influence the product development roadmap.
  
• Process Evolution: Proactively identify bottlenecks in deployment or support workflows and implement best practices to drive efficiency.
  
• Cross Functional Collaboration : Support Marketing with technical product demos and contribute to the global knowledge base.
  

Requirements

Education & Experience

• Degree : Bachelor’s or Master’s in Engineering (Aircraft Design/Ops), Computer Science, IT, or equivalent technical background.
  
• Experience : 4+ years of professional experience, with a strong background in technical customer support or systems implementation.
  

Technical Skills

• SaaS & Data Proficiency : Strong technical acumen to troubleshoot software applications, analyze logs, and understand complex digital workflows.
  
• Domain Expertise : Deep understanding of Airline Maintenance, Engineering, or Technical Operations.
  
• Preferred Tools: Familiarity with Big Data, AI, SQL/databases, and ticketing/project management software (e.g., Jira).
  
• Regulatory Awareness : Basic knowledge of aviation regulatory frameworks and safety standards.
  

Soft Skills

• Communication: Fluent in English; ability to explain technical data insights to diverse audiences, from maintenance crews to executive leadership.
  
• Problem Solving: Proven ability to make rapid, data-driven decisions during operational disruptions.
  
• Mindset: Proactive, autonomous, and driven by a continuous improvement philosophy.
  

What We Offer:

• Stable, full-time employment contract
  
• Flexible working hours with a hybrid model (3 days per week in our Gdansk office at Olivia Business Centre)
  
• Training and development opportunities to support your career growth (3000 PLN gross per year after the probationary period)
  
• Co-funding for meals and commuting
  
• Access to the latest knowledge and technologies enabling professional development
  
• Opportunity to work on international projects and collaborate with global teams, including occasional international travel
  
• Private medical coverage
  
• Sport card
  
• Mental health support platform
  
• Life insurance
  
• Access to Employee Share Scheme
  
• Employee referral program bonus (5000 PLN)
  

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.

NAVBLUE Gdansk is operating within the Airbus Helicopters Polska Structure.

At Airbus Helicopters Polska sp. z o.o. Gdańsk Plant, the "Internal procedure for reporting legal violations and taking follow-up actions at Airbus Helicopters Polska sp. z o.o. Gdańsk Plant" is in effect. This procedure was introduced in accordance with the Act of June 14, 2024, on the protection of whistleblowers (Journal of Laws of 2024, item 928). In the event of any detected violations, whistleblowers can submit reports to the following email address: talent@navblue.aero.

Sustainability at NAVBLUE

At NAVBLUE, we recognize that aviation’s innovation must be matched by environmental responsibility. As a digital leader, we provide immediate, actionable solutions to optimize airline operations and drive decarbonization today. Sustainability is not just a goal, but a prerequisite for our growth; it is central to our 2030 strategy to become the industry reference for integrity and stewardship. By joining us, you will play a direct role in this transformation, ensuring the future of air transport is as responsible as it is innovative.

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 Helicopters Polska Sp. z o.o.

Employment Type:
Permanent
-------

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.