Amer flight deck product support lead Jobs

NAVBLUE Limited

Location:
Canada, Waterloo

Category:
IT - Administration

Contract Type:
Not provided

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

What we offer:

Being part of Airbus Network
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 with a shower on site
Active Inclusion & Diversity Committee

Additional Information:

Job Posted:
December 10, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Amer flight deck product support lead