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For Companies At a Glance
- Tasks: Lead support for Flight Deck products, ensuring top-notch customer satisfaction.
- Company: NAVBLUE, an Airbus Company, revolutionises flight operations with innovative solutions.
- Benefits: Enjoy a collaborative culture, opportunities for growth, and the chance to impact global aviation.
- Why this job: Shape the future of digital aviation while supporting millions of flights each year.
- Qualifications: Engineer or Master degree in software engineering/aeronautics; 5-10 years in Airline Flight Operations.
- Other info: Join a diverse team committed to innovation and equal opportunities.
The predicted salary is between 48000 - 72000 £ per year.
Job Summary:
Navblue is a trusted partner for 500+ customers worldwide, providing Flight Operations solutions and services for Airlines.
NAVBLUE is looking for a Product Support Lead responsible for the quality of the support provided by Navblue on the cluster of Flight Deck products. The ultimate goal is to ensure Customer Satisfaction on this perimeter.
Main Responsibilities:
For the assigned Products Cluster, the Product Support Lead is responsible for:
- The performance and the quality of the support provided to customers by L1/L2 support teams across the EMEA (Europe Middle East Africa) region for Crew Efficiency cluster and Flight Efficiency cluster
- Being the focal point of escalation for a family of products within the L2 teams.
- Supporting the Principal Support Manager (PSM) in the prioritization of the issues reported by the Customers to be addressed by L3 teams
- Supporting the PSM in steering L3 support team activities with regards to the quality and accountability of Root Cause Analysis events
- The identification of Customer irritants to be addressed through specific improvement initiatives
- Preparing and Presenting Statistical Reviews Weekly with leadership
- Ensuring Ticket Quality (gathers necessary info, uses troubleshooting methods, uses documentation/Knowledge Base (KB), works to replicate/confirm issue locally or by signing into customer environment)
The Product Support Leader has full knowledge of the products they support, both on the customer side and on the server side.
The Product Support Lead also contributes to Customer Facing activities:
- Preparing, attending and following up on customer meetings between Navblue and customers on customer support topics.
- Participating in and contributing to regular Navblue customer support internal meetings, such as ticket backlog reduction meetings, product synchronization meetings, and product deliveries meetings.
- Participating in Product testing (running & updating test scripts)
- Participating in Customer regular or escalation meetings
- Working together with the PSM to plan and attend Customer User forums, The Product Support Leader is also responsible for contributing to the following people management activities.
- Involved in hiring and onboarding the team members
- Leading and supporting the team in terms of operational management
- Assisting the Navblue Customer Support Head of EMEA Region with delegated administrative tasks such as objective setting and people development.
Education:
- Engineer or Master degree in software engineering or aeronautics, or equivalent post-secondary degree
Experience:
- Experience in Airline Flight Operation (5-10 years)
- Such a background could be:
– Worked for an airline within Flight Ops Engineering / EFB management
– Worked for a software development company
– Worked for an OEM on EFB / Flight Management perimeter, with experience in customer service
Knowledge, Skills, Demonstrated Capabilities & Competencies:
- Superior analytical and problem solving skills
- Strongly focused and self-motivated to overcome challenges to deliver on time and on quality
- Flexible, adaptive approach with strong customer focus
Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):
- Excellent written and verbal communication skills
○ Strong ability to create and deliver presentations related to the cluster of products.
○ Strong presentation skills - Strong interpersonal skills and an ability to interact effectively with senior management, customers and partners
- Good English negotiation level.
○ Ability to drive negotiation discussions internally
Travel Required:
- 20 % Domestic and International
Selection and Hiring Commitment
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.
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), Cardiff (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand), Malmö (Sweden), and Gda ń sk (Poland) with other offices all around the world.
Duration
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EMEA Flight Deck Product Support Lead employer: Navtech, Inc.
Contact Detail:
Navtech, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EMEA Flight Deck Product Support Lead
✨Tip Number 1
Familiarise yourself with Navblue's Flight Deck products and services. Understanding the specific features and benefits of these products will help you engage in meaningful conversations during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Navblue, especially those in product support roles. They can provide valuable insights into the company culture and expectations, which can be beneficial when preparing for interviews.
✨Tip Number 3
Prepare to discuss your experience in airline flight operations and how it relates to the responsibilities of the Product Support Lead. Be ready to share specific examples of how you've handled customer issues or improved support processes in the past.
✨Tip Number 4
Brush up on your presentation skills, as this role involves preparing and delivering statistical reviews and updates. Practising your ability to communicate complex information clearly will set you apart from other candidates.
We think you need these skills to ace EMEA Flight Deck Product Support Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in airline flight operations, software engineering, or customer service. Emphasise any roles where you've led teams or managed support functions, as this is crucial for the Product Support Lead position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for aviation and customer satisfaction. Mention specific examples of how you've improved support processes or resolved customer issues in previous roles, showcasing your analytical and problem-solving skills.
Highlight Communication Skills: Since excellent communication is key for this role, provide examples of your written and verbal communication skills. Discuss any presentations you've delivered or meetings you've led, particularly those involving senior management or customers.
Showcase Your Technical Knowledge: Demonstrate your understanding of flight operations and related software products. Mention any relevant technical skills or experiences, such as working with EFB management or participating in product testing, to show you are well-versed in the field.
How to prepare for a job interview at Navtech, Inc.
✨Know Your Products Inside Out
As a Product Support Lead, it's crucial to have a deep understanding of the Flight Deck products you'll be supporting. Familiarise yourself with both the customer and server-side functionalities, as well as common issues and solutions. This knowledge will help you answer questions confidently and demonstrate your expertise.
✨Prepare for Customer Interaction Scenarios
Since the role involves direct interaction with customers, be ready to discuss how you would handle various customer scenarios. Think about past experiences where you've resolved customer issues or improved satisfaction. Highlight your communication skills and ability to influence outcomes positively.
✨Showcase Your Analytical Skills
The job requires superior analytical and problem-solving skills. Be prepared to discuss specific examples where you've used these skills to identify and resolve issues. You might even want to bring along some statistical reviews or reports you've prepared in the past to illustrate your capabilities.
✨Demonstrate Leadership and Team Management Experience
As this position involves leading a team, be ready to talk about your experience in people management. Discuss how you've successfully onboarded new team members, set objectives, and supported team development. This will show that you're not only a technical expert but also a capable leader.
