Training Product Support Engineer

Training Product Support Engineer

Job Description:

Position Overview 

A Product Support Engineer acts as the technical bridge between customer support, product management, and core engineering teams, diagnosing complex software issues and contributing in improving product reliability. 

ACCOUNTABILITIES : 

Responsible for the training products support including their deployment (initial, evolution and upgrades) in all training domains - Cabin, Flight, Maintenance and Structure.  

• Ensures integrity of Airbus training products delivered to Airbus Training Centers, Partners and Customers 
• Resolving training product related support requests and incidents received from the internal and external users
• Ensures transnational coordination between stakeholders of various teams like - training centers, business domains, product development, sales & marketing, quality and customers
• Support development team for the delegated activities like training products validation, product communication management and consolidating the customer feedbacks 
• Contributes to overall customer satisfaction of the training product by coordinating with other stakeholders and maintaining a close relationship with internal stakeholders and customers 
• Act as focal point for required training product - coordinating with different domains within training organization, Airbus Digital, Skywise support teams and subcontractors 
• Administration of the cloud platform to manage the various functionalities related to Airbus training products.

MAIN ACTIVITIES : 

• Contributes in his / her domain of expertise to the compilation of the new training packages, delivery orders based upon customers’ and internal needs 
• Contributes to the administration of online course contents and validation
• Request management to support internal and external customers related to training products delivery, cloud platform access, course contents access and troubleshooting 
• Provides a consistent evolutions/upgrades package to internal and external customers
• Optimize tools, documents and processes for the products operation 
• Anticipate risks of obsolescence of training products and manage associated actions 
• Create and maintain associated documentation in line with Airbus processes. 

DELIVERABLES : 

• Ensure on-time delivery of the necessary deliverables related to the training products
• Create, deliver and monitor necessary KPI & targets for the smooth operation of the support and performance management in adherence with Airbus processes and rules 
• Be efficient and reactive while dealing with different technologies, different tasks (project management, operation support, worldwide support, short and long-term actions), different professions (manufacturers, sub-contractors, procurement, pilots, etc...) 
• Minimize customers and users disturbance following technical problems; this leads the job holder, in specific cases, to adapt working hours to the situation 
• Keep regularly up to date technical knowledge (digital interfaces, software, hardware, training environment) 

REQUIRED SKILLS : 

• Educational background: A degree in science or engineering especially in Computer Science, Information Technology, Electronics and Data Analytics
• Work Experience: 8 years and above in technical / product support is mandatory.
• Previous customer handling experience will be an added advantage
• Project management, organizational skills 
• Technical knowledge covering cloud platform administration, IT (Software, Hardware & Network) troubleshooting techniques and request management.
• Knowledge of Training Center's operations (ATO/MTO), experience in understanding the OEM (Original Equipment Manufacturer) processes will be an added advantage
• Knowledge of any Airbus training products/solutions such as ACT Suite, Cabin Training Suite, e-training by Airbus, MATe suite, Smarter Classroom, MyTDS & Virtual Procedure Trainer is plus
• Basic Knowledge of AWS and any LMS platform 
• Team player, CAN DO attitude, adaptability 
• Autonomy, Communication and coordination skills, mastering workshop methodologies
• Language skills: English negotiation level 
• Anticipation mindset, resistance to stress and flexibility. 

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 Limited

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Training support & services

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