Training Product Support Engineer

Job Description

Job Description:

We are looking for a Training Product Support Engineer to support our worldwide customers. Who has a keen interest and knowledge in the Aviation industry.

Duties / Responsibilities :

• Troubleshooting incidents.
  
• Follow defined processes to ensure seamless support
  
• Development & maintenance of reports
  
• Create Help/FAQ, Instructional documents based on customer queries received
  
• Escalation management.
  
• Learning Management System (LMS) administrative tasks / support.
  
• Project coordination to assist project leads (basic certifications in change management preferred)
  
• All other duties as assigned
  
• Proactive customer centric approach to ensure there is minimal delay in resolving their requests
  
• Assist in Content writing, Reports and Preparing documents for deliverables.
  
• Responsible for the request for proposal authoring and will contribute to the contract, the statement of work, and the transition plan
  
• Keep regularly up to date technical knowledge (digital interfaces, software, hardware and Training Products)
  
• Ensure team adheres to KPIs, SLAs and publishes regularly (weekly/monthly) reports to stake holders
  
• Ensure to document all processes (new, change/updated) as per required quality standards of the organization
  
• Assist L1 timely manner and ensure they get frequent process updates and they are autonomous in their BAU.
  

Knowledge, Skills, Abilities & Other characteristics :

• Customer handling skills - Incident and escalation management (relevant certifications preferred like ITIL, Project management life cycle, etc)
  
• Understanding of administration of learning management system (to create/update and manage course catalog, user permissions, user interface, login method, etc)
  
• Good understanding of XML and HTML content
  
• Good knowledge of MS office / Google Suite Package - Advance Level in Excel and VB.
  
• Good understanding on Basic type of product testing (Regression, UAT)
  
• Basic Knowledge of AWS platform
  
• Basic or good knowledge of cloud-based Learning Management System (LMS)
  
• Good written and verbal communication skills - English
  
• Ability to establish and maintain cooperative working relationships
  
• Ability to work in a team environment, remaining attentive to ideas, recognizing responsibilities, and actively participating with others to accomplish assignments and achieve desired goals
  
• Identifies what needs to be done and takes action before being asked or required
  
• Language skills: English negotiation level
  
• Adaptability to Work flexible in shifts and stretch during the team requirements.
  
• Computer skills - Deployment / Installation / DOS / Internet configurations / SaaS applications.
  
• Customer centric approach in dealing with all types of customers.
  
• Technical knowledge covering development, validation, deployment and use cases all types of training means technologies.
  
• Knowledge of Training Center's operations (ATO/MTO), experience in understanding the OEM (Original Equipment Manufacturer) processes will be an added advantage
  
• Knowledge of any training products/solutions such as LMS, Smarter Classroom, MyTDS platform is plus
  
• Team player, CAN DO attitude, adaptability
  

Qualifications :

• Bachelor’s degree in Computer Science / Aerospace / Engineering
  
• Basic/advanced knowledge on online learning formats such as Text/HTML, PDF, Video, PPT, XML and any other common formats used with online learning materials (SCORM, AICC etc)
  
• Prior experience in a client facing help desk or technical support environment or equivalent consulting experience (minimum 5-6 years)
  
• Experience in a self-directed work environment
  

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 India Private Limited

Employment Type:
Permanent
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Experience Level:
Professional

Job Family:
Training support & services

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