Emea Flight Deck Product Support Lead

Function

Customer Experience
- Location
- Toulouse, France- Reference
- Contract type
Permanent- Working time
Full-time**Job Summary**:
Navblue is a trusted partner for 500+ customers worldwide, providing Flight Operations solutions and services for Airlines.

NAVBLUE is looking for a Product Support Lead responsible for the quality of the support provided by Navblue on the cluster of Flight Deck products. The ultimate goal is to ensure Customer Satisfaction on this perimeter.

**Main Responsibilities**:
For the assigned Products Cluster, the Product Support Lead is responsible for:

- The performance and the quality of the support provided to customers by L1/L2 support teams across the EMEA (Europe Middle East Africa) region for Crew Efficiency cluster and Flight Efficiency cluster
- Being the focal point of escalation for a family of products within the L2 teams.
- Supporting the Principal Support Manager (PSM) in the prioritization of the issues reported by the Customers to be addressed by L3 teams
- Supporting the PSM in steering L3 support team activities with regards to the quality and accountability of Root Cause Analysis events
- The identification of Customer irritants to be addressed through specific improvement initiatives
- Preparing and Presenting Statistical Reviews Weekly with leadership
- Ensuring Ticket Quality (gathers necessary info, uses troubleshooting methods, uses documentation/Knowledge Base (KB), works to replicate/confirm issue locally or by signing into customer environment)
- Populating KB documentation (guidelines, FAQ, etc)

The Product Support Leader has full knowledge of the products they support, both on the customer side and on the server side.

The Product Support Lead also contributes to Customer Facing activities:

- Preparing, attending and following up on customer meetings between Navblue and customers on customer support topics.
- Participating in and contributing to regular Navblue customer support internal meetings, such as ticket backlog reduction meetings, product synchronization meetings, and product deliveries meetings.
- Participating in Product testing (running & updating test scripts)
- Participating in Customer regular or escalation meetings
- Working together with the PSM to plan and attend Customer User forums, The Product Support Leader is also responsible for contributing to the following people management activities.
- Involved in hiring and onboarding the team members
- Leading and supporting the team in terms of operational management
- Assisting the Navblue Customer Support Head of EMEA Region with delegated administrative tasks such as objective setting and people development.

**Education**:

- Engineer or Master degree in software engineering or aeronautics, or equivalent post-secondary degree

**Experience**:

- Experience in Airline Flight Operation (5-10 years)
- Such a background could be:

- Worked for an airline within Flight Ops Engineering / EFB management
- Worked for a software development company
- Worked for an OEM on EFB / Flight Management perimeter, with experience in customer service

**Knowledge, Skills, Demonstrated Capabilities & Competencies**:

- Superior analytical and problem solving skills
- Strongly focused and self-motivated to overcome challenges to deliver on time and on quality
- Project management experience
- Flexible, adaptive approach with strong customer focus

**Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages)**:

- Excellent written and verbal communication skills
- Strong ability to create and deliver presentations related to the cluster of products.
- Strong presentation skills
- Strong interpersonal skills and an ability to interact effectively with senior management, customers and partners
- Good English negotiation level.
- Ability to drive negotiation discussions internally

**Travel Required**:

- 20 % Domestic and International

**Selection and Hiring Commitment**

We thank all applicants for applying. Only selected applicants will be contacted.

**About Us**:
NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You’ll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You’ll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

You’ll join a team with a focus on digital and collaborative innovation that is passionate and customer-f