Digital Support Representative-Bilingual (English/Spanish)

Airbus•Miami, FL

4d•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. This role is part of the Airbus Commercial team, essential for supporting customers and driving the Customer Service Digital journey. It's a customer-facing position within the Customer Services - Innovation and Digital Solutions department. The Airbus Training Center (ATC) in Miami is a 110,000-square-foot facility providing flight and maintenance crew training for Airbus airline customers in the Americas, equipped with six full-flight simulators, computer-based training classrooms, and cabin door and slide trainers for A320, A330, A340, and A350 XWB aircraft families. The facility also houses the Airbus Latin America headquarters, with 60 employees supporting sales, marketing, contracts, customer support, and communications for the region's commercial aircraft, helicopters, and space & defense divisions.

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.
Minimum 60% on site. Three days a week in the office.

Nice To Haves

Preferred 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 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 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”)
Other supplemental benefit coverages
Upskilling and development opportunities through our global Leadership University
Unlimited access to 10,000+ e-learning courses
Accelerated development programmes
National and intern development programs
Relocation assistance for qualified positions