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.
Skywise provides comprehensive, integrated solutions that drive operational efficiency, enhance safety, and support business growth for airlines and the wider aerospace industry worldwide. Our innovative portfolio spans Electronic Flight Bag (EFB) solutions, flight operations, crew planning, digital maintenance, tech ops, ground ops, maintenance capability, and predictive insights designed to navigate the complexities of modern air travel. With a commitment to fostering digital transformation, we leverage cutting-edge technologies to empower our customers to achieve optimal performance and maintain their competitive edge in a rapidly evolving market.
The Mission+ cluster of products and services includes the Electronic Flight Bag suite. These products include Mission+, FlySmart+, Navigation+, Performance, Dispatch+ and others.
The 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 Product Support Representative is fully responsible for all technical activities required to successfully deploy Mission+ Digital Solutions. This may include customer stakeholders management and steering activities required on the customer side.
These tasks usually fall into the following main families:
Data & workflow scoping phase, prerequisites, data mapping preparation, sourcing and consolidation
Delivery of customer training
Preparation and support for the user acceptance tests, including analysis and resolution of technical queries
Support the transition to the In-Service phase, with knowledge transfer to the Support team
Follow-up on any additional needs raised by the customer
Contribute to complex customer request solving, supporting L1/L2 /L3 teams.
Manage the customer backlog and perform regular follow-up meetings on outstanding tickets Collaborate with CX Regional Leadership to identify accounts needing intervention; perform in-depth situational reviews and execute tailored success plans to get them back on track
Support on-call rotations
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
Contribute to the consolidation of the customer voice for the region, under the guidance of the Product Support Lead and Customer Success Managers .
Prioritize all customers' queries, requests, and pain points related to the Mission+ Cluster of products in the AMER region and provide them to the Product Support Manager .
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%
Required Education: Degree in Engineering in the fields of Aircraft Design, Aircraft Operations, IT, Computer Science or equivalent experience
Required Experience / Skills:
4 or more years of professional experience
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, 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 understanding system workflows
System Tools: Proficiency with ticketing/project management software and general business tools.
Knowledge of databases or web technologies can be highly beneficial
Knowledge in Big Data and Artificial Intelligence
Industry & Domain Expertise: understand Airline maintenance, engineering and flight operations
Communication Skills: Fluent in written and spoken English
What we Offer:
Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, Skywise is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. As part of our family, you will enjoy:
Being part of Airbus Network
Flexible hours
Hybrid working environment (3 days in office)
Free parking
Vacation Days (15 - 25)
Professional Development Day
Christmas shut down
Summer core hours
Strong work-life balance
Casual dress code
Competitive group benefits plan
Strong focus on mental health support benefits
Sick and Personal days
RRSP matching program
Life Insurance
Access to Employee Share Scheme
Maternity & Paternity benefits
Referral program
Rewards and Recognition program
Training and Development Support
Monthly Lunch and Learns
Fitness & Wellness reimbursement
An active social committee
Organized Volunteer Events
Game room, including a flight simulator!
Active Inclusion & Diversity Committee
And much more
AI Disclosure: No artificial intelligence tools are used to screen, assess, or select candidates for this role
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:
NAVBLUE, Inc.
Contract Type:
Permanent
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Experience Level:
Professional
Job Family:
Digital <JF-IM-DI>
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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [email protected] .
At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
