SKYWISE - Product Support Representative - EMEA Region - Fleet Performance

Job Description

Skywise is a leading digital services company, wholly owned by Airbus. We deliver a first-of-its-kind offer that seamlessly integrates Planning & Operations Control, Flight, Technical, and Ground Operations. By providing interoperable digital solutions for end-to-end operations, Skywise combines aircraft manufacturer expertise and digital know-how to transform operational complexity into predictable and profitable performance, ensuring resilient and more sustainable operations.

The "Fleet Performance" Product Support Representative plays an integral role as the primary technical interface with the customer as it pertains to deploying digital solutions and supporting their operations. This role involves direct contact with the Customer, including on-site visits, under the guidance of the Customer Success Manager when applicable. The ideal candidate is customer focused, analytical, and possesses a strong problem solving mindset. The Fleet and Performance Portfolio encompasses several digital solutions covering Health Monitoring, Predictive Maintenance and Reliability. These applications contribute to Fleet Performance improvement.The scope of this job position combines both the Digital Solution and the Predictive Models.

Primary Responsibilities

• Deployment: the Product Support Representative is fully responsible for all technical activities required to successfully deploy Fleet Performance Digital Solutions and Predictive Models. This may include Customer stakeholders management and steering activities required on the customer side. These tasks usually fall on the following main families:
  • Data & Workflow scoping phase, prerequisites, data mapping preparation, sourcing and Consolidation,
  • Consolidation of the configuration,
  • Delivery of Customer Training,
  • Preparation and support to the User Acceptance Tests, including analysis and resolution of technical queries
  • Support the transition to In-Service phase, with knowledge transfer to the Support team
  • Follow-up on any additional needs raised by the customer
• 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 based on Consolidation of the Customer Voice for the region. Under the guidance ...
  • Prioritize all the customers queries, requests and pain points related to the Fleet Performance Vertical
• 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 underst