#24/7 Technical Data Customer Support Product Analyst

Technical Data Support Specialist

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

• Provides on-time, on-cost, and on-quality operational support using Follow-the-Sun principle.
• Coordinates operational topics with all relevant stakeholders.
• Organizes dispatch, analyzes, and provides answers 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 Team's 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:

• Required: Graduated in engineering, aeronautical studies, or aircraft systems, or business.
• Bachelor's or equivalent degree required.
• Preferred: Master's 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 company's success, reputation, and sustainable growth.

Company: Airbus Americas Customer Services, Inc.

Employment Type: US - Direct Hire

Experience Level: Professional

Remote Type: Flexible

Job Family: Technical Data & Publications <JF-CS-TD