Scope & General Job Purpose:
Provide 24/7 Technical Support for all systems, products and components manufactured by Airbus Operations GmbH, Cabin Electronics and KID-Systeme GmbH
Providing 24/7 Technical Support On-Site, via phone and via email at the requested customer.
Fulfilling the Technical Support department strategy in harmony with the general organization strategy.
Ensuring best customer experience on all Airbus Operations GmbH, Cabin Electronics (Cage code C9072) and KID-Systeme GmbH (Cage code C6253) products.
Acting as a technical focal point for customers and advising changes and enhancements to suppliers engineering development group based on system performance. In close exchange and alignment with the core team based in Buxtehude.
Initiating, troubleshooting and follow-up on corrective actions, Monitoring KPIs and compliance with (OTD, response time, reliability data…). Analyzing, evaluating and reporting available data from aircraft in service and inspecting products in accordance with the technical queries.
Coordinating and proactively involving each stakeholder (Customer Services, Airbus Cabin Electronics eg. Engineering, FAL, Design Office, Suppliers and Service providers) and ensuring collaboration between the involved stakeholder.
Planning, organizing and eventually hosting meetings incl. with customers
Attending technical conference calls and participating in team meetings with the core team and the Head of Technical Support based in Buxtehude, Germany
Planning retrofits, technical activities and making sure software & hardware upgrades are delivered and implemented on aircrafts in the defined time frame.
Contributing to the annual Airbus Supplier & Customer rating campaign with focus on the MEAI region for Airbus Cabin Electrons and KID-Systeme.
Performing fly-along when required.
Reporting back on technical, operational, functional and commercial developments through the defined communication channels. Ensuring in time/advance reporting and sharing of relevant and needed information/details.
Suggesting, developing and planning customer training in relevance to their performance and needs in cooperation with the technical training team in Buxtehude.
Key Performance Measures
Improve customer satisfaction level
On-time & in quality support
Maintain a strong communication with Airbus Cabin Electronics and KID-Systeme
Periodic review of set goals and targets eg plan visits, activities incl travels
At least 3 years of experience in the aviation industry including a minimum of 1 year of experience in a Technical position
Engineering or Technical degree
High level of customer focus
Excellent troubleshooting and customer support skills
Ability to perform under pressure
Excellent stakeholder management, communication and interpersonal skills
Meticulous, process, detail and result oriented with problem solving skills
Ability to work independently with a sense of accountability
Ability to demonstrate teamwork and cooperation
Excellent working knowledge of IT tools such as creating presentations, reports, editing, preferable Google-Workspace (Basic knowledge of SAP is a surplus)
Ambitious and self-motivated, willingness to grow and develop both personally and professionally
Organizational commitment, flexibility and achievement motivation
Obey and respect of the company Ethic & Compliance