Product Support Representative - AMER - Mission+

Job Description:

Skywise provides comprehensive, integrated solutions that drive operational efficiency, enhance safety, and support business growth for airlines and the wider aerospace industry worldwide. Our innovative portfolio spans Electronic Flight Bag (EFB) solutions, flight operations, crew planning, digital maintenance, tech ops, ground ops, maintenance capability, and predictive insights designed to navigate the complexities of modern air travel. With a commitment to fostering digital transformation, we leverage cutting-edge technologies to empower our customers to achieve optimal performance and maintain their competitive edge in a rapidly evolving market.

The Mission+ cluster of products and services includes the Electronic Flight Bag suite. These products include Mission+, FlySmart+, Navigation+, Performance, Dispatch+ and others.

The Product Support Representative plays an integral role as the primary technical interface with the customer as it pertains to deploying digital solutions and supporting their operations. This role involves direct contact with the Customer, including on-site visits, under the guidance of the Customer Success Manager when applicable. The ideal candidate is customer-focused, analytical, and possesses a strong problem-solving mindset.

The Product Support Representative is fully responsible for all technical activities required to successfully deploy Mission+ Digital Solutions. This may include customer stakeholders management and steering activities required on the customer side.

These tasks usually fall into the following main families:

• Data & workflow scoping phase, prerequisites, data mapping preparation, sourcing and consolidation

• Delivery of customer training 

• Preparation and support for the user acceptance tests, including analysis and resolution of technical queries

• Support the transition to the In-Service phase, with knowledge transfer to the Support team

• Follow-up on any additional needs raised by the customer

• Contribute to complex customer request solving, supporting L1/L2 /L3 teams.

• Manage the customer backlog and perform regular follow-up meetings on outstanding tickets Collaborate with CX Regional Leadership to identify accounts needing intervention; perform in-depth situational reviews and execute tailored success plans to get them back on track

• Support on-call rotations

• Contribute to tasks beneficial to customers in all regions (local for global) as directed by the local managements

• Act as a bridge between airline customers and internal teams
   

• Contribute to the consolidation of the customer voice for the region, under the guidance of the Product Support Lead and Customer Success Managers.

• Prioritize all customers' queries, requests, and pain points related to the Mission+ Cluster of products in the AMER region and provide them to the Product Support Manager. 

• Identify opportunities for process enhancements and implement best practices to increase operational efficiency.

• Support other CX functions, such as marketing for detailed product demos, central support for knowledge base maintenance and training content development

Travel: 10-20%  

Required Education: Degree in Engineering in the fields of Aircraft Design, Aircraft Operations, IT, Computer Science or equivalent experience

Required Experience / Skills:

• 4 or more years of professional experience

• Support experience (Customer interface, internal or external) 

• Communication Skills: Excellent written and verbal communication skills to convey concise, structured instructions and explanations to both technical and non-technical users (pilots, dispatchers, maintenance crews, etc)

• Training & Documentation: Ability to conduct customer training and contribute to the development of customer-facing technical documents and knowledge base articles

• Problem-Solving: Strong, proven ability to solve complex problems and make quick, accurate decisions during disruptions.

• Organization & Management: Multitasking, Attention to Detail, Time Management & Prioritization

• Attitude: Proactive, self-confident, able to work autonomously, and possessing a continuous improvement mindset to identify process bottlenecks and propose fixes.

Preferred

• Technical & SaaS Proficiency: This role sits at the intersection of the product and the user, requiring strong technical acumen to troubleshoot and act as a liaison

  • Software & Application Skills: ability to identify, reproduce, diagnose, and resolve technical problems. This often involves analyzing logs and understanding system workflows

  • System Tools: Proficiency with ticketing/project management software and general business tools.

  • Knowledge of databases or web technologies can be highly beneficial

  • Knowledge in Big Data and Artificial Intelligence

• Industry & Domain Expertise: understand Airline maintenance, engineering and flight operations 

  • Aviation Operations Knowledge in Flight Operations and Technical Operations 

  • Regulatory Framework: Basic knowledge of relevant Aviation Regulations

Communication Skills: Fluent in written and spoken English

What we Offer:

Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, Skywise is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. As part of our family, you will enjoy:

• Being part of Airbus Network

• Flexible hours

• Hybrid working environment (3 days in office)

• Free parking 

• Vacation Days (15 - 25)

• Professional Development Day

• Christmas shut down

• Summer core hours 

• Strong work-life balance 

• Casual dress code 

• Competitive group benefits plan 

• Strong focus on mental health support benefits

• Sick and Personal days 

• RRSP matching program

• Life Insurance

• Access to Employee Share Scheme

• Maternity & Paternity benefits

• Referral program

• Rewards and Recognition program 

• Training and Development Support 

• Monthly Lunch and Learns 

• Fitness & Wellness reimbursement

• An active social committee 

• Organized Volunteer Events

• Game room, including a flight simulator!

• Active Inclusion & Diversity Committee

• And much more

AI Disclosure: No artificial intelligence tools are used to screen, assess, or select candidates for 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.

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