Référent Support Produit / Product Support Referent Emplois

Description du poste

The A220 commercial aircraft Programme is looking for a Support Agent to join our Deploy and Support Digital Solutions team based in Mirabel (Québec, Canada), where you will be part of a wide global customer service network. Within Customer Services, the Product Support Referent is responsible for leading the deployment and support related activities of Airbus A220 Digital Solutions provided to airlines, MRO and lessors, in addition to internal Airbus customers. The Product Support Referent plays a critical role in the success of the Digital Transformation project that Airbus is running within its Solution and Services portfolio.

Responsabilités

Participating in the overall Product lifecycle relaying Customer's voice, in close relationship with Development, Marketing and Sales teams
Defining Product in-service support
Leading all the activities related to the product functional support
Maintaining an exact "cartography" of experts with their specific skills and competencies, who can be rapidly reached to solve customers' problems
Guaranteeing that the Support meets the performance targets
Setting up and maintaining the necessary means in order to provide the best level of support for customers
Ensuring a good interface with the customers
Contributing to product quality improvement by representing the customers in product life cycle
Ensuring product acceptance from Customer's point of view
Synchronizing internal Airbus teams on a single and consistent Airbus voice in front of the Customer
Preparing and managing the entry into service as a project
Providing the customer with all necessary support to ensure a successful EIS
Providing change management support to customers
Managing the internal communication with involved actors
Ensuring Level 1 Help Desk are trained and operational
Setting up and maintaining the necessary means in order to provide the best level of service for customers
In line with our make/buy strategy, recommend, onboard and manage third party entities
Ensuring a good and close relationship with Customers
Delivering answers to a customer queries in the timeframe and conditions described in Service Level Agreement(s)
Applying the correct support procedures and proposing improvements and performing technical follow-up meetings with Customers
Organizing and managing Customer events such as workshops, supporting seminars and training sessions.

Exigences

Experience/Knowledge in Airlines Maintenance and Engineering process
Experience in Project/Team Management
Total of eight (8) to ten (10) years of experience
Knowledge of SAFe/Agile methodology
Excellent communication and relationship skills
Excellent organization skills
Autonomy, adaptability and flexibility
Customer service oriented
Leadership skills
Ability to work under pressure
Fluent French and English, spoken and written
This role will involve some travel for business worldwide and as such you must be able to travel accordingly.

Ce que nous offrons

Attractive salary, annual bonus, group insurance plan, pension plan and share purchase plan
A hybrid working policy (based on operational needs), on-site cafeterias and a highly competitive holiday policy
Employee Assistance Program (EAP), Discount Program, on-site Medical Service, access to a public shuttle service between Laval (Montmorency metro station) and Mirabel, and a carpooling application
Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, accelerated development programmes, national and international mobility.

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Référent Support Produit / Product Support Referent

Description du poste

Responsabilités

Exigences

Ce que nous offrons

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