Customer Support Lead

The jobholder, as Customer Support Lead, is part of Customer Experience NAVBLUE, Customer Support department.

He is responsible for the support and services of Flight Operations Solutions delivered to the customers.

The Flight Operations Solutions address Flight Ops, Ground Administration, and Flight Ops Monitoring applications.

Responsibilities:

Represent and relay the customer experience within Customer Support & Services

Ensures a good interface with the customers

Ensures customer requirements traceability for service definition

Contributes to improving product quality by representing the customers in product life cycle

Synchronizes the internal Airbus team and ensures acceptance from the Customer point of view.

Prepare and manage Entry Into Service

Providing training

Procedures and recommendations related to organization

Operational procedures

Customer organization audit (if needed)

Security procedure assessment (if needed)

Change management support

Daily Support on Flight Operations Solutions Services and products operation

Level 2 support for Flight Operations Solutions applications

Correctly 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)

Ensure a big contribution to continuous improvement on his scope of activities with Level 3 teams

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 improvements

Organizes and manages Customer events such as workshops, support seminars, training sessions

Doing synthetic reports on customers issues, concerns, needs and requests towards NAVBLUE products and services

Developing / Proposing improvements on support procedures, operating modes and team organization

Proposing improvements on NAVBLUE products and services

Doing the correct reporting of his day-to-day activity

Contributing to the right calculation of the KPI related to the support activity

Writing and maintaining the products' documentation

Contributing to the knowledge and best practices of the group

Maintaining and improving his knowledge, skills and competencies

Experience

5 years of experience in a customer service role

Aviation/Airline experience would be beneficial

Experience providing product training

Knowledge, Skills, Demonstrated Capabilities & Competencies

Flysmart+ knowledge is highly recommended

At least 3 years of experience on EFB (Electronic Flight Bag) product suite including EFF (Electronic Flight Folder).

Able to solve complex issues for customers.

Able to Install / Uninstall the software

Reproduce customer issues and solve them within the required timeframe as per the service level agreement

Ability to communicate clearly with customers

Highly concerned by customer and service minded

Experience working in a software development environment

English fluent written and spoken is a must

How to Apply:

Candidates who are interested in joining the NAVBLUE team are invited to submit their resume and cover letter, highlighting their work experiences and skills via email to .

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.

Please note preference will be given to internal applicants.

About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You'll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You'll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

You'll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.

NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.

NAVBLUE is based in Hersham (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand) and Malmö (Sweden), Gdańsk (Poland) with other offices all around the world.

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:

Job Description:

Job Summary:

The jobholder, as Customer Support Lead, is part of Customer Experience NAVBLUE, Customer Support department.

He is responsible for the support and services of Flight Operations Solutions delivered to the customers.

The Flight Operations Solutions address Flight Ops, Ground Administration, and Flight Ops Monitoring applications.

Responsibilities:

• Represent and relay the customer experience within Customer Support & Services
  • Ensures a good interface with the customers
  • Ensures customer requirements traceability for service definition
  • Contributes to improving product quality by representing the customers in product life cycle
  • Synchronizes the internal Airbus team and ensures acceptance from the Customer point of view.
• Prepare and manage Entry Into Service
  • Providing training
  • Procedures and recommendations related to organization
  • Operational procedures
  • Customer organization audit (if needed)
  • Security procedure assessment (if needed)
  • Change management support
• Daily Support on Flight Operations Solutions Services and products operation
  • Level 2 support for Flight Operations Solutions applications
  • Correctly 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)
  • Ensure a big contribution to continuous improvement on his scope of activities with Level 3 teams
  • 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 improvements
• Organizes and manages Customer events such as workshops, support seminars, training sessions
• Doing synthetic reports on customers issues, concerns, needs and requests towards NAVBLUE products and services
• Developing / Proposing improvements on support procedures, operating modes and team organization
• Proposing improvements on NAVBLUE products and services
• Doing the correct reporting of his day-to-day activity
• Contributing to the right calculation of the KPI related to the support activity
• Writing and maintaining the products' documentation
• Contributing to the knowledge and best practices of the group
• Maintaining and improving his knowledge, skills and competencies

Experience

• 5 years of experience in a customer service role
• Aviation/Airline experience would be beneficial
• Experience providing product training

Knowledge, Skills, Demonstrated Capabilities & Competencies

• Flysmart+ knowledge is highly recommended
• At least 3 years of experience on EFB (Electronic Flight Bag) product suite including EFF (Electronic Flight Folder).
• Able to solve complex issues for customers.
• Able to Install / Uninstall the software
• Reproduce customer issues and solve them within the required timeframe as per the service level agreement
• Ability to communicate clearly with customers
• Highly concerned by customer and service minded
• Experience working in a software development environment
• English fluent written and spoken is a must

How to Apply:

Candidates who are interested in joining the NAVBLUE team are invited to submit their resume and cover letter, highlighting their work experiences and skills via email to .

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.

Please note preference will be given to internal applicants.

About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You'll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You'll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

You'll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.

NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.

NAVBLUE is based in Hersham (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand) and Malmö (Sweden), Gdańsk (Poland) with other offices all around the world.

The Future is Yours for the Taking:

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:

Contract Type:

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Experience Level:

Job Family:

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