Customer Services – Digital Solutions Lead Engineer (Support Operations)

Job Description:

Within Customer Services, the Digital Solutions Lead Engineer is responsible for the transversal
management of activities related to external customers support encompassing customer desk operations,
communication, support strategy and methods, support performance and customer satisfaction.
Your mission:
The jobholder is responsible of the management of transversal activities related to customer support
operations in the frame of “Digital Solutions deployment and support” (end to end support oversight and
performance monitoring, Level 1 support management, Level 2 performance support, SLA
management...).
The jobholder is responsible to monitor the efficiency and quality of our daily customer support and to
manage “improvement” plans. The jobholder coordinates the “deployment & support” teams as well
as the operational teams located in Regions (including our various partners and suppliers) to ensure
customer support methods and policy are well implemented around the world.

Main Responsibilities:
● The jobholder coordinate the end to end support and monitor related performance (incl. service
level management). Ensure regular monitoring of backlog globally and for key products (including
products with Level 2 (L2) support outside SDS).
● Perform regular review and action follow up on regular basis (frequency to be defined) with L2
support inside and outside SDS and L3 support.
● The job holder manage the Level 1 (L1) support, also called customer desk. The L1 teams are
the focal point for the customers and are in charge of logging all the requests they may have,
answer to documented questions and dispatch others to next support level. The jobholder is the
interface between Airbus and the supplier providing the L1 support service.
● On a daily basis he/she has to monitor their activity to ensure that it is in line with the Service
Level Agreement (SLA), in terms of quality and lead time of the answers.
● The jobholder manage issues/concerns they encounter or they are involved in.
● The jobholder ensure quality surveillance for L1 and L2. Perform monthly sampling dossier audit
(in complement to the ones already performed by our Partners in charge of L1 and L2 support).
● Perform root cause analysis and propose/identify corrective and preventive actions. Consolidate
global action plan and follow related action plan
● Support Level 2 (L2) performance: ensure internal procedures are applied by the L2 support
teams and collaborate with the support leaders to provide the instructions documents and FAQs
for Level 1
● Ensure smooth Entry Into Service of new products & services into support: making sure all
actors and roles are identified, documentation is completed and available, teams are trained
before the deployment of the application. The agents are located today in India and China.
● Customer Relationship Management tool: the jobholder is in charge of specifying, testing and
supporting the tool for all support actors.
● Monitor, analyse and provide KPI showing efficiency of customer support team
● Contracts management: the jobholder will contribute to the renewal of subcontracting contracts,
working with MFT teams.
● Contribute to the customer support strategy definition and to ensure its implementation worldwide
● The jobholder will actively participate to the new support model deployment worldwide and to the
oversight of the transition phase.

● Collaborate with other stakeholders involved in support activities to define the way of working
together in order to ensure consistency for our customers.
Outputs:
● Knowledge base: the jobholder has to ensure all support actors have access to up to date
documentation and procedures at any time
● Key Performance Indicators: the jobholder is responsible to provide KPIs showing the efficiency
of the various support teams. Backlog synthesis, OUT OF SLA dashboard.
● Continuous improvement proposal
● Monthly preparation of SMB (Service Management Board)
● Working methods and procedures updates
Main problems to be solved:
● Supporting the transition to the enhanced support model (think global, act local)
● Ensuring all teams are informed in due time and aligned in terms of customers support policy and
working methods
● Ensuring our support is delivered efficiently and in due time E2E and match customers’ expectations

Skills and Competencies:
• Bachelor&39;s Degree in Aeronautics or Mechanical Engineering, Information Systems, Information
Technology (IT) or Computer Science
• Mastering of support operations (help desk), decision-making capability, skills for synthesis and
ability to communicate in a strongly multi-cultural environment.
• Knowledge of Customer desk/Help desk processes and tools (such as SalesForce, TechRequest,
ServiceNow...)
• Operations management
• Suppliers performance management
• Service Level management and performance management
• Experience supporting digital solutions with end user engagement and efficient handling of
escalations
• Analytical and Problem Solving skills to identify and resolve customer issues
• Excellent written and oral communications with ability to facilitate and influence
• 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.

Company:

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Experience Level:

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