Product Support Representative (Japanese fluent written and spoken))

Skywise, an Airbus digital services company provides comprehensive, integrated solutions that drive operational efficiency, enhance safety, and support business growth for airlines and the wider aerospace industry worldwide. 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. Travel: 10-20%.

Responsibilities

Deployment of Crew Planning Newco Digital Solutions, including data/workflow scoping, configuration, customer training, User Acceptance Tests support and transition to in-service; Contribute to complex Customer request solving, supporting L1/L2 or L3 teams; Manage Customer backlog and perform regular follow-up meetings on outstanding tickets; Support on-call rotations; Act as a bridge between airline customers and internal teams; Consolidate Customer Voice for the region; Prioritize customers queries, requests and painpoints related to Crew Planning in Asia; Identify opportunities for process enhancements and implement best practices; Support other CX functions, such as marketing for detailed product demos, central support for knowledge base maintenance and training content development

Requirements

Degree in Engineering in the fields of Aircraft Design, Aircraft Operations, IT, Computer Science or equivalent experience; 4 or more years of professional experience in the domain of Airline Crew planning; Support experience (Customer interface internal or external); Excellent written and verbal communication skills to convey concise, structured instructions and explanations to both technical and non-technical users; Ability to conduct customer training and contribute to the development of customer-facing technical documents and knowledge base articles; Strong, proven ability to solve complex problems and make quick, accurate decisions during disruptions; Multitasking, Attention to Detail, Time Management & Prioritization; Proactive, self-confident, able to work autonomously, and possessing a continuous improvement mindset; English fluent written and spoken; Japanese fluent written and spoken

Nice to have

Technical & SaaS Proficiency; Software & Application Skills: ability to identify, reproduce, diagnose, and resolve technical problems; System Tools: Proficiency with ticketing/project management software and general business tools; Knowledge of databases or web technologies; 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

Benefits

Flexible working arrangements