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” (escalation management, support operations management - end to end support oversight and performance monitoring, Level 1 support management, Level 2 performance support, SLA management etc.).
The jobholder is responsible to monitor the efficiency and quality of our daily customer support and to manage continuous 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 policies are well implemented around the world.
Main Responsibilities:
The jobholder coordinates 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).
Manage escalations and feedbacks (both negative and positive) as per the escalation management process
Perform regular review and action follow up on a regular basis (frequency to be defined) with L2 support inside and outside SDS and L3 support.
The job holder manages the monitoring of 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 manages issues/concerns they encounter or they are involved in.
The jobholder ensures 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 as part of call for tenders.
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'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:
Airbus India Private LimitedEmployment Type:
Permanent-------
Experience Level:
ProfessionalJob Family:
Customer Eng.&Technical Support&ServicesBy submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
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 [email protected].
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.
Top Skills
What We Do
Airbus is a global leader in aeronautics, space and related services. In 2020, it generated revenues of €49.9 billion and employed a workforce of around 130,000. Airbus offers the most comprehensive range of passenger airliners. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as one of the world’s leading space companies. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide.
Airbus is an international pioneer in the aerospace industry and a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We believe that it’s not just what we make, but how we make it that counts; promoting responsible, sustainable and inclusive business practices and acting with integrity. Our people work with passion and determination to make the world a more connected, safer and smarter place, on the ground, in the sky and in space.
