#247 Technical Data Customer Support Product Analyst

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Job Description:

Job Summary:

The focus of this position is the support to the Technical queries for Maintenance Technical Data (generalist support for All ATA chapters - TechData Front Desk). In addition the jobholder will ensure an operational coordination role within the Team located in France (another team doing similar support to the Technical queries is located in Germany). It is a balance of technical support & team operational coordination.

The team has direct interfaces with Airlines lessors and MRO worldwide to support their Flight and Maintenance operations by providing them with all necessary up-to-date documentation throughout the aircraft lifecycle. Our mission is to ensure that Maintenance & Engineering and Flight operations Technical Data manuals are delivered to Customers in line with Airbus contractual commitments customized to the Customer fleet and Aircraft configuration as well as answering their Technical queries throughout the aircraft life cycle.

Primary Responsibilities:

Operational Support:

• Provides on-time on-cost and on-quality operational support using Follow-the-Sun principle.

• Coordinates operational topics with all relevant stakeholders

• Organises dispatch analyses and provides answer to TechData Product daily queries on all Technical Data Deliverables

• Coordinates & manages operational support on RDAF with all relevant stakeholders

• Generation and delivery of advance copies as required in coordination with authoring lines. Support and facilitate the investigation and root cause of errors in technical data.

• Support during blocking situations (24/5) outside of European support hours

• Provides proactive support to Customers through adapted communication means

• Ensures interface with stakeholder network & manages continuous cross-collaboration improvement

• Provides support in accordance with Export Control rules

Customers Relationship Management:

• Maintains and contributes to enhance high-level Customer satisfaction and proximity through adapted means

• Provides contribution to CSIP action plan and follow-up

• Provides TechData Product awareness sessions to Customers on request

Communication and Reporting

• Provides reporting of main operational achievements issues and risks to the management and co-coordinate operational meetings on Product activities

• Proactive monitoring of routine and critical Techrequest inflow and coordinate relevant actions

Project Management

• Contributes to TechData improvement Projects and/or cross-organizations improvement Projects to provide the Teams inputs & requirements

Quality and Process improvement

• Proposes & Contributes to operational improvement initiatives

• Contributes to regular revisions of the quality referential of the Team to reflect latest state-of-the art ways of working

Finance 5%

• Monitor cost of non-quality and Provides that related action plan is deployed

Qualified Experience and Training:

• University Degree in Engineering OR Professional experience in the aeronautical industry preferably in Customer Support would be appreciated

• Customer / Airline operations knowledge

• Customer needs understanding and a high customer mindset

• Good knowledge and understanding of aircraft systems and airline operations

• Good knowledge of airnavX and maintenance manuals (AMM IPC TSM etc.)

• SAP knowledge preferred

• Knowledge of Tech Data authoring validation and verification processes would be a plus

Education:

• Graduated in engineering aeronautical studies or aircraft systems or business.

• Bachelors or equivalent degree required

Preferred

• Masters degree or commensurate experience is a plus.

Travel Required:

This position requires travel occasionally domestically and international up to 15%.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for the Companys success reputation and sustainable growth.

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