Customer Services – Digital Solutions Engineer

Job Description:

Within Customer Services, the Digital Solutions Engineer is responsible for leading the deployment and support related activities of Airbus Digital Solutions provided to airlines, MRO and lessors, in addition to internal Airbus customers. 

The portfolio will primarily comprise of Ground Digital Solutions for Aircraft/Ground connectivity. Other solutions may include applications related to health monitoring for aircraft diagnostic, predictive maintenance and optimisation and the electronic documentation suite.

Your mission:

The Digital Solutions Engineer plays a critical role in the success of the Digital Transformation project that Airbus is running within its Solution and Services portfolio. You will accomplish this success by ensuring that you will be dedicated and determined in truly understanding the challenges faced by our customers and then work within the ecosystem of the product development cycle to deliver appropriate and acceptable digital solutions that meet (or, even better, exceed) the customers’ expectations; adding value to the business and fit comfortably within the Digital Solutions portfolio.

The role will require you to develop external business relationships and connect with executives (at all levels of seniority), operational managers, technical personnel and IT stakeholders. A high level of anticipation will be required to foresee and meet the Customer Satisfaction targets for your supported products; which will align directly to the customers’ larger business objectives and ultimately help achieve Airbus goals.

Main Responsibilities:

As a Digital Solutions Engineer, you will work in close collaboration with a large number of stakeholders on a day to day basis to provide efficient and effective support of digital solutions. A strong sense of ownership towards customers, lateral thinking, excellent communication and in-depth knowledge of Airbus business, services and digital solutions portfolio is a key aspect of this role.

Being the voice of Airbus to the customer and vice-versa, an ideal candidate should be capable of understanding the way of working of all stakeholders in addition to efficiently managing their challenges and priorities, subsequently mitigating them in a proactive manner.

Market awareness is essential to achieve the desired outcome of best-in-class support. You will be conversant with current industry practices and business operational needs, contributing to the development team as an influencer for providing highest level support; which in turn adds to increased Customer Satisfaction.

You will collaborate with Sales and Marketing teams to present your product(s) to new Customers or contribute to dedicated workshops to promote your product(s). You will be responsible for maintaining the link between the Development environment and the Customers; providing information and material to enable an efficient collaboration.

You will lead the activities of your Run team (team of agents in charge of providing answers to Customers’ Requests). Quick thinking followed by pre-empting Customer crisis and escalations is another key aspect in managing the situation in close coordination with Customer Relations management, Global Operations or other Stakeholders who could be involved. 

The role will include, but not limited to, the following activities:

• Provide L2-L3 support to Airbus Internal/External customers globally within TCQ.

• Prepare Entry Into Service / Change Management for all regions (on-site training, demo)

• Knowledge management (FAQ, handbook, SDG, user guide)

• Collaborate with Dev teams, UAT participation and other internal stakeholders

• Manage Customer queries and escalations in coord. with Global Ops

• Monitor and steer Run activities per product

• Collaborate with regional Digital Support Representatives.

• Organize Customer contacts

• Contribute to regional events and bid management

• Consolidate and relay customer voice of Airbus Digital Solutions

Skills and Competencies:

• Bachelor&39;s Degree in Aeronautics or Mechanical Engineering, Information Systems, Information Technology (IT) or Computer Science with prior experience in Airline IT operations, preferably in Aircraft/Ground connectivity digital solutions

• Experience supporting digital solutions with direct customer engagement and efficient handling of customer escalations

• Analytical and Problem Solving skills to identify and resolve customer issues

• Excellent written and oral communications with ability to facilitate and influence

• Aviation Business Operations knowledge of airlines, lessors and MRO related to Flight Ops, Engineering & Maintenance, technical data and Ground IT infrastructure

• Personal Characteristics:

  • Willingness and ability to listen and learn

  • Strong negotiation skill 

  • Strong analytical skills 

  • Persuasion skills

  • People oriented (ability to facilitate, collaboration skills)

  • Ability to embrace change and to work in a fast changing environment

  • Team player in a transnational environment

• Product lifecycle experience using SAFe methodology would be a plus

Above all, the excitement, curiosity, and passion for shaping the future of the aviation ecosystem through digital technology solutions and a customer obsessed mindset will ensure success in this role.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom&64;airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.