Product Support Representative - AMER - Command+

Airbus•Waterloo, ON

10d•Hybrid

About The Position

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.

Requirements

Degree in Engineering in the fields of Aircraft Design, Aircraft Operations, IT, Computer Science or equivalent experience
Technical & SaaS Proficiency: This role sits at the intersection of the product and the user, requiring strong technical acumen to troubleshoot and act as a liaison
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: Basic knowledge of relevant Aviation Regulations
Required Communication Skills: Fluent in written and spoken English

Responsibilities

Deployment of Command+ Digital Solutions: 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.
In Service support of Command+ Digital Solutions: 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.
Customer Feedback Loop: 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.