SKYWISE - Product Support Representative - EMEA Region - Fleet Performance

• In Service support:

• Accountable of Customer queries answers (On Time / On Quality)
• 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 pain points related to the Fleet

Performance Vertical in the region 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

• Master Degree in Engineering in the fields of Aircraft Design, Aircraft Operations, IT, Computer Science or equivalent experience

Experience / Skills:

Required

• 5 or more years of professional experience
• Knowledge in Aircraft Maintenance Systems and Maintenance Operations
• Previous experience in Data Analytics/Science and Digitalization is a plus.
• 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, dispatchers, maintenance crews, engineering teams 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

Preferred:

• Other languages

What we Offer:

Work-Life Balance & Flexibility

• Flexible working hours with a hybrid model (3 days per week in our Blagnac office).
• 25 annual paid leave days + Collective and individual JRTT (proportional to working time).
• A 6th week of paid leave (proportional to working time).
• Generous 12-day "family reason absence package.

Family & Health Support

• 5 additional full-pay days for maternity, paternity, and adoption leave.
• Comprehensive Health Insurance plan.
• 3 extra paid annual leave days for employees with RQTH status.

Financial Wellbeing & Savings

• Success sharing (intéressement) and profit sharing (participation) schemes.
• Monthly seniority bonus for all employees with 3+ years of service.
• Access to Airbus Group saving plans (PEG) including investment in Airbus shares after 3+ months of service.
• Access to a TSA (Time Saving Account)
• Collective and Mandatory Retirement Savings Plans (PERCOL and PERO).

On-site & Other Perks

• Several catering options for lunch (canteens, food trucks, bakeries, etc.).
• Staff councils (CSE) offer various social, cultural, and sports activities/services.
• Navette (shuttle) service.

• Training and development opportunities to support your career growth

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:
Skywise

Contract Type:
Permanent
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Classe Emploi (France): Classe G14

Experience Level:
Professional

Job Family:
Customer Eng.&Technical Support&Services

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