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AMER Flight Deck Product Support Lead

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Airbus

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Location:
Canada , Waterloo

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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 a high level of Customer Satisfaction.

Job Responsibility:

  • The performance and the quality of the support provided to customers by L1/L2 support teams across the AMER region for the Flight Deck cluster of products
  • Being the focal point of escalation for a family of products within the L2 teams
  • Supporting the Principal Support Manager 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 regard 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
  • Populating KB documentation
  • 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
  • Participating in Product testing
  • Participating in Customer regular or escalation meetings
  • Working together with the PSM to plan and attend Customer User forums
  • 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 AMER Region with delegated administrative tasks such as objective setting and people development

Requirements:

  • Engineering or Master's degree in software engineering, aeronautics, or equivalent post-secondary degree
  • Experience in Airline Flight Operation (5-10 years)
  • 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

Nice to have:

  • 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
What we offer:
  • Flexible hours
  • Hybrid working environment (3 days in office)
  • Free parking
  • Vacation Days (15 - 25)
  • Professional Development Day
  • Christmas shut down
  • Summer core hours
  • Strong work-life balance
  • Casual dress code
  • Competitive group benefits plan
  • Strong focus on mental health support benefits
  • 5 Sick Days
  • 2 Personal Days
  • RRSP matching program
  • Life Insurance
  • Employee stock ownership plan
  • Maternity & Paternity benefits
  • Referral program
  • Rewards and Recognition program
  • Training and Development Support
  • Monthly Lunch and Learns
  • Fitness & Wellness reimbursement
  • An active social committee
  • Organized Volunteer Events
  • Game room, including a flight simulator
  • Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
  • Active Inclusion & Diversity Committee

Additional Information:

Job Posted:
January 24, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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