Product Support Engineer

Airbus is an international pioneer in the aerospace industry.

We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale.

We aim for a better-connected, safer and more prosperous world.A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international
– with roughly 180 locations and 12,000 direct suppliers globally.

The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000.AIRBUS requires that all new employees and temporary workers of Airbus be fully vaccinated against COVID-19.

Airbus allows candidates who are not fully vaccinated at the time of hire a reasonable amount of time to obtain vaccinated status.

This position requires vaccination against COVID-19 or, if applicable, an approved accommodation for religious or medical reasons.

Position Summary: Scope of the open position relates to two main roles related to deployment and support organization:Product Support Referent (PSR) on SPM (Skywise Predictive Maintenance) and Digital Alliance Products (Fleet Performance Unified Offer) Digital Support Representative (DSR) for dedicated AirlinesPrimary Responsibilities:As a first part of his/her Product Support Referent role, the jobholder will be responsible of the following main activities:Participating in the overall Product lifecycle relaying Customer’s voice, in close relationship with Development, Marketing and Sales teams,Defining the Product in-service support model,Leading all the activities related to the product functional support:Steering the functional support team (8 indirect reports),Managing the customer queries backlog so that he/she can take appropriate actions,Correctly assessing the severity of problems (for prioritization when needed),Answering to customer queries and ensuring that answers to customer queries are delivered in the timeframe and conditions described in Service Level Agreement(s),Applying and ensuring that his/her team applies the correct support procedures and propose improvements, in close relationship with the transversal method and tools team.Interacting with the regional Digital Support Representatives and all other Customer facing entities to ensure One Airbus voice in front of the Customers,Maintaining an exact “cartography” of experts with their specific skills and competencies, who can be rapidly reached to solve customers’ problems.Guaranteeing that the Support meets the performance targets including (but not limited to) service delivery, Service Level Agreement, communication, quality & customer satisfaction targets.Setting up and maintaining the necessary means (including documentation) in order to provide the best level of support for customers.Ensuring a good interface with the customers.Secondly, as part of his/her Digital Support Representative role, the jobholder will be responsible of the following main activities:Strive to improve Customer experience in terms of Digital Solution support for our entire portfolio of solutions & build Customer intimacy,Organize when needed Customer contacts and act as focal for the Customer, the Field Service teams, the Customer Support Director and the Customer Engagement & Program Manager,Contribute to regional events,Relay Customer voice on Software & services products,Ensure assigned Customer’s KPI follow up for digital support activities,Manage Customer escalation in coordination with central teams,Depending on product complexity, he will gradually support the sales campaign, execute software EIS for customers and perform Training to Customers during deployment & after GoLive when needed.The Digital Solutions Support Leader role (combining Product Support Referent & Digital Support Representative roles) is critical for the success of the Digital Transformation Airbus and our Customers are running within the Solution and Services portfolio.

You will accomplish this success by being dedicated and determined to truly understand the challenges and then deliver appropriate and acceptable solutions.The mission implies travels abroad for on-site support to Customers (average one per semester, when appropriate).

?Then, the jobholder will deal with following activities:Represent and relay the customer experience within Customer ServicesContributes to improving product quality by representing the customers in product life cycle:Contribution to validation of Requirements / User StoriesFollow up of product development and validationCommunication to customersContributes to ensure product acceptance from Customer’s point of view.Synchronizes internal Airbus teams on a single and consistent Airbus voice in front of the Customer.Manage product Entry Into Service at CustomersWhen a customer intends to use any service or digital solutions, the jobholder carries out the following tasks:Prepares and manages the entry into service as a project.Provides the customer with all necessary support to ensure a successful EIS.

The support addresses following areas:Elaboration of Training material and delivery of Training to the CustomerProcedures and recommendations related to organizationOperational proceduresProvides change management support to customersManages the internal communication with involved actors (CSD, Airbus Reps, CEPM, Program entities, S involved departments)Ensures the support team members are trained and operationalManages Customer acceptance in due time.Support on Digital Services and products operationThe jobholder carries out the following tasks:Leads Level 2 support team for his/her assigned digital applicationsSets up and maintains the necessary means in order to provide the best level of service for customers; this includes User Guides, Digital Learning, Service Desk Guide and FAQ.Ensures a good and close relationship with CustomersCorrectly and rapidly analyzes the customer queries, assesses the severity of issues (for prioritization if needed) and provides the solution or transfers the case to the right people (level 3)Delivers an answer to a customer query in the timeframe and conditions described in Service Level Agreement(s)Applies the correct support procedures and proposes improvementsPerforms technical follow-up meetings with CustomersCustomer Events organizationContributes to organize Customer events such as workshops, support seminars, training sessions.The Support Leader is expected to:Secure delivery with his/her team of best in-class functional support to our CustomersDo synthetic reports on customers issues, concerns, needs and requests towards Airbus products and services Develop / Propose improvements on support procedures, operating modes and team organizationPropose improvements on Airbus’ products and servicesDo the correct reporting of his day-to-day activityContribute to the right calculation of the KPI related to the support activityWrite and maintain the products’ documentationCapture the knowledge and best practices of the groupMaintain and improve his knowledge, skills and competenciesQualified Experience / Skills / Training: Bachelor Degree level of education in Computer Engineering or Aviation, Aeronautics or Information Systems, Information Technology (IT), Computer Science, or equivalent experienceThe experience is between 10 to 15 yearsFunctional experience:Support experience (Customer interface) is a major plusKnowledge of Airlines Maintenance & Engineering processes is a major plusTraining experience is a plusAirline knowledgeBehavioral skills:Excellent oral & written communicationHighly focused on customer and service mindedOrganization skillsAutonomyGood human relationship and team spiritHigh adaptability-flexibilityPedagogyLanguage skills:English fluent written and spokenManagement skills:Demonstrated Leadership skillsProject managementKnowledge of Agile development methodology is a plusIT skills is a plusAbove all the excitement, curiosity, and passion for shaping the future through digital technology will ensure success in this role.Travel Required: Domestic and InternationalEligibility:Eligible for employment in the US.

Organizational information:Within the Deployment and Support Organization (SDS), the jobholder reports functionally to the ‘Head of M Digital Solutions’ (SDS1) and operationally to ‘Head of Digital Solutions Development’ (AASD).Equal Opportunity: Airbus is committed to creating a diverse environment and is proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Airbus is also committed to compliance with all fair employment practices regarding citizenship and immigration status.As a leader in our field, Airbus provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

As a matter of policy, Airbus does not sponsor visas for US positions unless specified.

Only applicants with current work authorization will be considered.Airbus does not offer tenured or guaranteed employment.

Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

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