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 capabilities, and predictive insights, all 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 Command+ suite of products includes Skywise’s airline planning and controlling digital solutions: N-FP, N-OC, N-PBS, and N-Tracking
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 Command+ 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 Command+ Cluster in the AMER region and provide them to the Product Support Manager .
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: Degree in Engineering in the fields of Aircraft Design, Aircraft Operations, IT, Computer Science or equivalent experience
Preferred Experience / Skills:
Technical & SaaS Proficiency:
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
Aviation Operations Knowledge in Flight Operations and Technical Operations
Regulatory Framework:
Required 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>
By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
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.
