Amer Flight Deck Product Support Lead

NAVBLUE, Inc.

Waterloo, Canada
3d onsite
Flight deck product support
Customer satisfaction
Root cause analysis
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, preparing statistical reviews, ensuring ticket quality, and populating KB documentation.
  • The role involves contributing to customer-facing activities, participating in product testing, and assisting with people management tasks such as hiring, onboarding, and development.

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
  • Root Cause Analysis
  • Knowledge Base population
  • Troubleshooting methods
  • Customer facing activities

Nice-to-have

  • Agile development culture
  • Sustainable aviation innovation
  • Strong work-life balance
  • Active social committee
  • Inclusive working environment

Key Requirements

  • 5-10 years of 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