AMER Flight Deck Product Support Lead Jobs in Waterloo, Canada at NAVBLUE
Title: AMER Flight Deck Product Support Lead
Company: NAVBLUE
Location: Waterloo, Canada
Category:
Location: Waterloo
Job Summary:
NAVBLUE is a trusted partner for over 500 customers worldwide, providing Flight Operations solutions and services to airlines.
NAVBLUE is looking for a Product Support Lead responsible for the quality of the support provided by NAVBLUE on the cluster of Flight Deck products. The ultimate goal is to ensure a high level of Customer Satisfaction.
Key Responsibilities:
For the assigned Products Cluster, the Product Support Lead is responsible for:
The performance and the quality of the support provided to customers by L1/L2 support teams across the AMER (North America and South America) region for the Flight Deck cluster of products (Mission+, Dispatch+, Flysmart, and more)
Being the focal point of escalation for a family of products within the L2 teams
Supporting the Principal Support Manager (PSM) in the prioritization of the issues reported by the Customers to be addressed by L3 teams
Supporting the PSM in steering L3 support team activities with regard to the quality and accountability of Root Cause Analysis events
The identification of Customer irritants to be addressed through specific improvement initiatives
Preparing and Presenting Statistical Reviews Weekly with leadership
Ensuring Ticket Quality (gathers necessary info, uses troubleshooting methods, uses documentation/Knowledge Base (KB), works to replicate/confirm issues locally or by signing into customer environment)
Populating KB documentation (guidelines, FAQ, etc)
The Product Support Leader has comprehensive knowledge of the products they support, including both the customer-facing aspects and the server-side components.
The Product Support Lead also contributes to Customer Facing activities:
Preparing, attending and following up on customer meetings between NAVBLUE and customers on customer support topics
Participating in and contributing to regular NAVBLUE customer support internal meetings, such as ticket backlog reduction meetings, product synchronization meetings, and product delivery meetings.
Participating in Product testing (running & updating test scripts)
Participating in Customer regular or escalation meetings
Working together with the PSM to plan and attend Customer User forums,
The Product Support Leader is also responsible for contributing to the following people management activities:
Involved in hiring and onboarding the team members
Leading and supporting the team in terms of operational management
Assisting the NAVBLUE Customer Support Head of AMER Region with delegated administrative tasks such as objective setting and people development.
Education
Engineering or Master’s degree in software engineering, aeronautics, or equivalent post-secondary degree
Experience
Experience in Airline Flight Operation (5-10 years)
Such a background could be:
Worked for an airline within Flight Ops Engineering / EFB management Worked for a software development company Worked for an OEM on EFB / Flight Management perimeter, with experience in customer service
Knowledge, Skills, Demonstrated Capabilities &
Competencies:
Superior analytical and problem-solving skills
Strongly focused and self-motivated to overcome challenges to deliver on time and on quality
Project management experience
Flexible, adaptive approach with strong customer focus
Perks:
Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open workstations, rather than boxed-in cubicles.
As part of our family, you will enjoy:
Flexible hours
Hybrid working environment (3 days in office)
Professional Development Day
Strong work-life balance
Strong focus on mental health support benefits
