Digital Support Representative - South Asia

Job Description:

Position Summary:

If you want to join an area in Airbus Commercial that is essential to support our customers, and to be a key actor in the Customer Service Digital journey, an exciting customer interfacing position has now been opened within Customer Services - Innovation and Digital Solutions department.

The Digital Support Representative (DSR) is the primary customer focal point for in-service support of Digital Solutions. In the frame of the Customer support, the DSR reinforces customer proximity and ensures high levels of customer satisfaction within the enhanced support model and contributes to regional events. In this role, you will proactively accompany key customers in proximity, acting as the bridge between their operational needs and central support teams. You are responsible for collecting and relaying the Customer Voice regarding Software & Services products to drive continuous improvement.

Primary Responsibilities:

The DSR is accountable for the Customer satisfaction and the relationship with the customer for the deployment and support of Airbus Digital Solutions, in tight coordination with the Product Support Referent (PSR).

The portfolio encompasses all products delivered to the external customers and supported by the Airbus Digital Solutions (Deployment & Support Digital Solutions) organization. Such as the following portfolios: Customer Engagement (e.g., Airbus World), In-Service AirCraft (A/C) management (e.g., Tec Request), material, training, A/C lifecycle management, maintenance & repair, Tech Data (e.g., airnavX ecosystem).

Your mission:

• Be the primary customer focal point for Innovation & Digital Solutions for assigned accounts regarding customer support and operations.
• Collect and relay the Customer Voice regarding Software & Services products to internal stakeholders.
• Provide proximity support through regular follow-up meetings and customer visits to answer customer queries, anticipate escalations and maintain relationships.
• Act as the Digital Solutions Deployment & Support focal point for Field Service Representatives (FSR) and Customer Support Directors (CSD).

The role will require you to develop external business relationships and connect with operational managers, technical personnel and IT stakeholders to develop a full understanding of their Digital Solutions business requirements and goals.

A high level of anticipation will be required to foresee and meet the customers expectations and reach the agreed Customer Satisfaction target; which will align directly to the customers larger business objectives and ultimately achieve the Airbus goals.

Main Responsibilities:

The role includes, but is not limited to, the following activities:

Customer Engagement & Support:

• Receive and follow-up on in-service issues raised by customers.
• Support customer and Airbus internal stakeholders (ex: FSR, CSD) in the US for the usage and latest update of digital products.
• Participate in In-Service Core Team (ISCT) meetings led by the CSD.
• Support the PSR during software Entry Into Service (EIS).
• Identify training needs and perform light awareness or demos in coordination with the PSR.

Customer Feedback & Analysis:

• Capture and enrich in-service customer feedback, relaying it to the PSR.
• Actively support the analysis of Customer Satisfaction Improvement Program (CSIP) surveys and ensure the implementation of action plans.
• Organize and maintain up-to-date customer contacts within Salesforce.
• Ensure regional product feedback is relayed to central support and development teams.
• Analyze and consolidate customer feedback, contribute to the continuous improvement to reach targeted support KPI.

Key Deliverables:

• Customer Support: Timely response and support for customer and FSR queries until final resolution.
• Reporting & KPI: Monthly and weekly reports on region and client Digital Solutions Support topic and contribute to the support KPIs.
• Proximity Support: Documentation of outcomes from regular follow-up meetings and visit reports.
• Product Awareness: Light awareness sessions or demo to customers with the delegation of PSR.
• Customer Dashboard: the ID Card consolidating critical information (product usage info, Tec Request dossiers highlight, hot topic, customer profile briefing etc) for dedicated Airlines/MROs.
• CSIP(Customer Satisfaction Improvement Programme): Detailed analysis and deployment of action plans based on survey findings.

Skills and Competencies:

• Degree level of education in Information Systems, Information Technology (IT), Computer Science, or Computer Engineering or Aviation and Aeronautics
• Product Scope: Broad knowledge of the Airbus Digital portfolio, including AirbusWorld, TechRequest, and airnavX ecosystem.
• Support experience
• Aviation Operations knowledge for airlines, lessors and MRO related to Engineering & Maintenance, technical data and Ground IT infrastructure.
• Excellent written and oral communications in English
• Stakeholder management skills, good human relationship and team spirit
• Personal Characteristics:
• Negotiation, analytical, and persuasion skills.
• Assertiveness and a strong sense of ownership towards high customer satisfaction.
• Willingness and ability to listen, learn, and obtain expertise in new products.

Above all the excitement, curiosity, and passion for shaping the future through digital technology will ensure success in this role.

Travel Required: Domestic and International

Job Disclaimer & Notifications:

We bring to the notice of all concerned that Airbus India Pvt. Ltd (hereinafter referred to as AIG) follows a fair and merit-based employee selection and recruitment practice.

Airbus India does not:

Send job offers from free email services including but not limited to Gmail, Rediffmail, Yahoo mail, Hotmail and others

Authorize anyone to either collect money or arrive at any monetary arrangement in return for a job at AIG

Charge / accept any form of consideration or security deposit from job seekers and applicants during any stage of the selection and/ or recruitment process

Request for your credit card number or bank account number.

It has come to our attention that fake job offers under the aegis of Airbus India or Airbus Group India Pvt. Ltd. have been circulated by unauthorized personnel. On receipt of an interview call for any job at AIG, the candidate may take some measures such as visiting the official website or career site of Airbus to get the contact details to enquire with the Human Resources department of Airbus India regarding such jobs and/or the interview details and any other relevant information

For further information on Airbus India Careers, please click here. Please check www.airbus.com to get the contact details and enquire with the company to confirm if any information that you have received are genuine; do not respond to any fraudulent communication. AIG will not be responsible to anyone acting on an employment offer not directly made by Airbus India Pvt Ltd. anyone making an employment offer in return for money or other type of gain is not authorized by AIG and is not offering an approved job. AIG reserves the right to take legal action, including criminal action, against such individuals/entities

**Airbus is proud to be an equal opportunity employer and is committed to creating an inclusive and diverse work environment. AI selects job applicants (internal and external) on the basis of suitability for the job, and irrespective of gender, marital status, age, sexual orientation, gender identity or expression, nationality, religion, ethnicity or differently abled/ (dis)ability.

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.