Digital Support Representative

Airbus • Herndon, VA

8d • Onsite

About The Position

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at [email protected]

Job Description:
Job Summary:
If you want to join an area 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 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.

Primary Responsibilities:
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).

Your mission:
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). The role will require you to 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. A high level of anticipation will be required to foresee and meet the customers’ expectations and reach the agreed Customer Satisfaction target; which will align directly to the customers’ larger business objectives and ultimately achieve the Airbus goals.

Main Responsibilities:
The role includes, but is not limited to, the following activities:
Customer Engagement and Support: 50 %
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
Customer Feedback & Analysis: 50 %
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.

Key Deliverables:
Customer Support: Timely response and support for customer and FSR queries until final resolution. Reporting & KPI: Monthly and weekly reports on region and client Digital Solutions Support topic and contribute to the support KPIs. Proximity Support: Documentation of outcomes from regular follow-up meetings and visit reports. Product Awareness: Light awareness sessions or demo to customers with the delegation of PSR. Customer Dashboard: the "ID Card" consolidating critical information (product usage info, TechRequest dossiers highlight, hot topic, customer profile briefing etc) for dedicated Airlines/MROs. CSIP(Customer Satisfaction Improvement Programme): Detailed analysis and deployment of action plans based on survey findings.

Additional Responsibilities:
Other duties as assigned:

Requirements

• Bachelor’s Degree level of education in Information Systems, Information Technology (IT), Computer Science, or Computer Engineering or Aviation and Aeronautics
• Broad knowledge of the Airbus Digital portfolio, including AirbusWorld, TechRequest, and airnavX ecosystem.
• Support experience
• Aviation Operations knowledge for airlines, lessors and MRO related to Engineering & Maintenance, technical data and Ground IT infrastructure.
• Excellent written and oral communications in English
• Stakeholder management skills, good human relationship and team spirit
• Minimum 5-7 years intensive Support experience
• Aviation Operations knowledge for airlines, lessors and MRO related to Engineering & Maintenance, technical data and Ground IT infrastructure.
• NONE Licensure/Certifications
• Fluent in English, good communication skills
• Excellent written and oral communications in English.
• Broad knowledge of the Airbus Digital portfolio, including AirbusWorld, TechRequest, and airnavX ecosystem.
• Operational level of decision making to support the In-Service Core Team and Global Account Management Team strategy decisions.
• Ability to work in the US
• No PPE required for administrative position only.

Nice To Haves

• 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.

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 topics 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 for dedicated Airlines/MROs.
• Perform detailed analysis and deployment of action plans based on CSIP survey findings.
• Perform other duties as assigned.

Benefits

• Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status.
• Compliance with applicable state and local laws governing nondiscrimination in employment.
• Policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.
• Workplace diversity and creating an inclusive working environment.
• Commitment to achieving workforce diversity and creating an inclusive working environment.
• Welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
• Equal opportunities for all.

What This Job Offers

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