You will lead the activities of your Run team (team of agents in charge of providing answers to Customers Requests). Quick thinking followed by pre-empting Customer crisis and escalations is another key aspect in managing the situation in close coordination with Customer Relations management, Global Operations or other Stakeholders who could be involved.

The role will include, but not limited to, the following activities:

Provide L2-L3 support to Airbus Internal/External customers globally within TCQ.
Prepare Entry Into Service / Change Management for all regions (on-site training, demo)
Knowledge management (FAQ, handbook, SDG, user guide)
Collaborate with Dev teams, UAT participation and other internal stakeholders
Manage Customer queries and escalations in coord. with Global Ops
Monitor and steer Run activities per product
Collaborate with regional Digital Support Representatives.
Organize Customer contacts
Contribute to regional events and bid management
Consolidate and relay customer voice of Airbus Digital Solutions

Skills and Competencies:

Bachelors Degree in Aeronautics or Mechanical Engineering, Information Systems, Information Technology (IT) or Computer Science with prior experience in Airline IT operations, preferably in Aircraft/Ground connectivity digital solutions
Experience supporting digital solutions with direct customer engagement and efficient handling of customer escalations
Analytical and Problem Solving skills to identify and resolve customer issues
Excellent written and oral communications with ability to facilitate and influence
Aviation Business Operations knowledge of airlines, lessors and MRO related to Flight Ops, Engineering Maintenance, technical data and Ground IT infrastructure

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Digital Solutions Engineer