Amer Flight Deck Product Support Lead

Skywise

Waterloo, Canada
3d onsite
Flight deck product support
Customer satisfaction
L1/l2 support teams
The Product Support Lead is responsible for the performance and quality of support provided to customers by L1/L2 support teams across the AMER region for the Flight Deck cluster of products

Job Summary

  • The Product Support Lead is responsible for the performance and quality of support provided to customers by L1/L2 support teams across the AMER region for the Flight Deck cluster of products.
  • Key responsibilities include acting as the focal point of escalation, supporting issue prioritization, identifying customer irritants, and preparing statistical reviews.
  • The role involves contributing to customer-facing activities, product testing, and people management, including hiring and onboarding team members.

Matching Summary

The Product Support Lead is responsible for the performance and quality of support provided to customers by L1/L2 support teams across the AMER region for the Flight Deck cluster of products.

Skills & Requirements

Must-have

  • Flight Deck product support
  • Customer satisfaction
  • L1/L2 support teams
  • Root Cause Analysis
  • Knowledge Base population
  • Troubleshooting methods

Nice-to-have

  • Agile development culture
  • Innovative thinking
  • Strong work-life balance
  • Active social committee
  • Inclusive working environment

Key Requirements

  • 5-10 years Airline Flight Operation experience
  • Engineering or Master's degree
  • Superior analytical and problem-solving skills
  • Project management experience

Work Rights

Not specified

Tailored Resume

Cover Letter