Digital Support Representative-Bilingual (English/Spanish)

Airbus • Miami, FL

1d • Onsite

About The Position

Airbus Customer Services-LATAM is looking for a Digital Support Representative to join our Customer Services team based in Miami, FL. You will be part of a team in Airbus Commercial that is essential to support our customers, and to be a key actor in the Customer Service Digital journey, an exciting customer interfacing position has now been opened within Customer Services - Innovation and Digital Solutions department. The Airbus Training Center (ATC) in Miami provides flight and maintenance crew training for Airbus airline customers – primarily for those based in the Americas. The custom-designed, 110,000-square-foot complex trains more than 2,000 cadets each year in a range of (six) full-flight simulators, innovative computer-based training classrooms, and cabin door and slide trainers – all simulating the A320, A330, A340 and A350 XWB families of aircraft. In Miami you’ll also find the Airbus Latin America headquarters. A team of 60 employees there provides sales, marketing, contracts, customer support and communications for the region’s commercial aircraft, helicopters and space & defense divisions. The Digital Support Representative (DSR) is the primary customer focal point for in-service support of Digital Solutions. In the frame of the Customer support, the DSR reinforces customer proximity and ensures high levels of customer satisfaction within the enhanced support model and contributes to regional events. In this role, you will proactively accompany key customers in proximity, acting as the bridge between their operational needs and central support teams. You are responsible for collecting and relaying the "Customer Voice" regarding Software & Services products to drive continuous improvement. The DSR is accountable for the Customer satisfaction and the relationship with the customer for the deployment and support of Airbus Digital Solutions, in tight coordination with the Product Support Referent (PSR). The portfolio encompasses all products delivered to the external customers and supported by the Airbus Digital Solutions (Deployment & Support Digital Solutions) organization. Such as the following portfolios: Customer Engagement (e.g., AirbusWorld), In-Service AirCraft (A/C) management (e.g., TechRequest), material, training, A/C lifecycle management, maintenance & repair, Tech Data (e.g., airnavX ecosystem).

Requirements

• Bachelor’s Degree level of education in Information Systems, Information Technology (IT), Computer Science, or Computer Engineering or Aviation and Aeronautics
• Three plus (3+) years intensive technical support experience
• Excellent written and oral communications in English and Spanish
• Stakeholder management skills, good human relationship and team spirit
• Negotiation, analytical, and persuasion skills.
• Assertiveness and a strong sense of ownership towards high customer satisfaction.
• Willingness and ability to listen, learn, and obtain expertise in new products.
• Authorized to work in the USA.
• Excellent written and oral communications in English and Spanish.
• Daily able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings.
• Daily able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms.
• Daily able to speak in conversations and meetings, deliver information and participate in communications.
• Able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.
• Able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
• Able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
• Able to push and pull small office furniture and some equipment and tools.
• Able to sit for long periods of time in meetings, working on the computer.
• Able to squat or kneel to retrieve or replace items stored on low shelving.
• Able to stand for discussions in offices or on the production floor.
• Able to travel independently and at short notice.
• Able to walk through office and production areas including uneven surfaces.
• Steel-toed shoes are required for all shop floor visit, appropriate hearing/eye protection may also be required when visiting the shop floor.

Nice To Haves

• Aviation Operations knowledge for airlines, lessors and MRO related to Engineering & Maintenance, technical data and Ground IT infrastructure.
• Broad knowledge of the Airbus Digital portfolio, including AirbusWorld, TechRequest, and airnavX ecosystem.

Responsibilities

• Be the primary customer focal point for Innovation & Digital Solutions for assigned accounts regarding customer support and operations.
• Collect and relay the "Customer Voice" regarding Software & Services products to internal stakeholders.
• Provide proximity support through regular follow-up meetings and customer visits to answer customer queries, anticipate escalations and maintain relationships.
• Act as the Digital Solutions Deployment & Support focal point for Field Service Representatives (FSR) and Customer Support Directors (CSD).
• Develop external business relationships and connect with operational managers, technical personnel and IT stakeholders to develop a full understanding of their Digital Solutions business requirements and goals.
• Receive and follow-up on in-service issues raised by customers.
• Support customer and Airbus internal stakeholders (ex: FSR, CSD) in the US for the usage and latest update of digital products.
• Participate in In-Service Core Team (ISCT) meetings led by the CSD.
• Support the PSR during software Entry Into Service (EIS).
• Identify training needs and perform light awareness or demos in coordination with the PSR.
• Capture and enrich in-service customer feedback, relaying it to the PSR.
• Actively support the analysis of Customer Satisfaction Improvement Program (CSIP) surveys and ensure the implementation of action plans.
• Organize and maintain up-to-date customer contacts within Salesforce.
• Ensure regional product feedback is relayed to central support and development teams.
• Analyze and consolidate customer feedback, contribute to the continuous improvement to reach targeted support KPI.
• Provide timely response and support for customer and FSR queries until final resolution.
• Generate monthly and weekly reports on region and client Digital Solutions Support topic and contribute to the support KPIs.
• Document outcomes from regular follow-up meetings and visit reports.
• Conduct light awareness sessions or demos to customers with the delegation of PSR.
• Create and maintain the "ID Card" consolidating critical information (product usage info, TechRequest dossiers highlight, hot topic, customer profile briefing etc) for dedicated Airlines/MROs.
• Perform detailed analysis and deployment of action plans based on CSIP survey findings.
• Other duties as assigned by management.

Benefits

• Competitive base salary
• Incentive compensation which may include profit sharing schemes
• Retirement savings plan
• Employee Stock Ownership Plan (“ESOP”)
• Paid time off including personal time
• Holidays
• Generous paid parental leave program
• Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.
• Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and intern
• Relocation assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level