Customer Support Specialist (m/f/d), Toulouse

Airbus is a leading aircraft manufacturer with the most modern and comprehensive family of airliners on the market, ranging in capacity from 100 to more than 500 seats. Airbus champions innovative technologies and offers some of the world’s most fuel efficient and quiet aircraft. Airbus has sold over 13.800 aircraft to more than 360 customers worldwide. Airbus has achieved more than 8,000 deliveries since the first Airbus aircraft entered into service. Headquartered in Toulouse, France.

Main activities

Represent and relay the customer experience within Customer Support & Services:

• Ensures a good interface with the customers
• Ensures customer requirements traceability for service definition
• Contributes to improving product quality by representing the customers in product life cycle
• Requirements definition of the product
• Follow up of product development and validation
• Communication to customers
• Synchronizes the internal Airbus team and ensures acceptance from the Customer point of view.

Assist product Entry Into Service at Customers:

When a customer intends to use any service or product delivered by the Flight Operations Solutions organization, the jobholder carries out the following tasks:

• Prepares and manages the EIS as a project.
• Provides the customer with all necessary support to ensure a successful EIS. The support address following areas:
• Training
• Procedures and recommendations related to organization
• Operational procedures
  
• Customer organization audit if needed
• Security procedure assessment if needed
• Provides change management support to customers
• Manages the internal communication with involved actors (CSD, Airbus Reps, Program entities, S involved departments…)
• Manages Customer acceptance in due time.

Daily Support on Flight Operations Solutions Services and products operation
The jobholder carries out the following tasks:

• Level 2 support for Flight Operations Solutions applications
• Set up and maintain the necessary means in order to provide the best level of service for customers
• Ensure a big contribution to continuous improvement on his scope of activities with Level 3 teams
• Ensure a good and close relationship with Customers
• Correctly and rapidly analyzes the customer queries, assesses the severity of issues (for prioritization if needed) and provides the solution or transfers the case to the right people (level 3)
• Delivers an answer to a customer query in the timeframe and conditions described in Service Level Agreement(s)
• Applies the correct support procedures and proposes improvements
• Customer Events organization
• Organizes and manages Customer events such as workshops, support seminars, training sessions.

Outputs:

For his backend activities, the jobholder is responsible for:

• Doing synthetic reports on customers issues, concerns, needs and requests towards NAVBLUE products and services
• Developing / Proposing improvements on support procedures, operating modes and team organization
• Proposing improvements on NAVBLUE products and services
• Doing the correct reporting of his day-to-day activity
• Contributing to the right calculation of the KPI related to the support activity
• Writing and maintaining the products’ documentation
• Contributing to the knowledge and best practices of the group
• Maintaining and improving his knowledge, skills and competencies

Key missions of the support team are:

• Represent and relay customer experience
• Assist and support Flight Operations Solutions deployment
• Optimize customer satisfaction
• Contribute to Customer Services strategy

Qualification

• Functional experience
• Support experience
• Training experience
• Airline knowledge
• Technical-Professional experience
• Communication
• Pedagogy
• Behavioral skills
• Organization skills, Autonomy
• Good human relationship and team spirit
• Highly concerned by customer and service minded
• High adaptability-flexibility
• English fluent written and spoken
• Project management skills
• IT skills
• Web technologies, java, Windows, Unix
• Good knowledge of XML standards
• Experience in software development