WHY SHOULD YOU BE INTERESTED?
With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go.Far.Challenge : Our people take on some of the biggest challenges in our industry.
They aren't afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.
Opportunity : Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers in a globalorganization.
At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organisation, and as an employer.
Diversity is more than a target to us, it’s a key part out of our collective identityPURPOSEYou will be responsible for managing SITA FOR AIRCRAFT customers’ satisfaction.
You will be in charge of performing the customer service management activities for SITA FOR AIRCRAFT Cockpit products and services in the EUR region (addressing airlines, avionics manufacturers, resellers and Air Navigation Service Providers customers).
KEY RESPONSIBILITIESYou will be accountable for a set of airline customers (including key and large accounts) with regards to SITA FOR AIRCRAFT Cockpit portfolio of products :
Monitor the performance indicators available to ensure that the SITA FOR AIRCRAFT product performance delivered to the customer is meeting the customer defined service levels.
When applicable, initiate and coordinate service improvement plan;
Manage the customer satisfaction and ensure all customer feedback is addressed to improve and develop customer loyalty;
Manage customer service reviews;
Provide expert enquiry handling in coordination with the SITA FOR AIRCRAFT 24 / 7 Support Service desk, for service requests which require further investigation or analysis.
When necessary, you will work with Level 2 and 3 support teams and external parties : airframe manufacturers and / or avionics vendors to coordinate the resolution of the problem;
Manage and produce identified reporting to these airlines and internal teams; including trend analysis, actions and service improvement plan action tracking and management;
Ensure customer feedback and requirements are channelled to SITA FOR AIRCRAFT Product and Business Development teams;
Work with customers to improve their aircraft operations by optimizing and expanding their use of SITA FOR AIRCRAFT services;
Deliver customer training for SITA FOR AIRCRAFT products and services;
Maintain configuration profile and customer configuration data integrity;
Provide pre-sales technical support;
Participate in user workshops to validate customer requirements and to confirm technical specifications in cooperation with other expert teams.
EXPERIENCE, KNOWLEDGE & SKILLS
2-6 years of professional experience in the Technical Support domain (preferably in the Airline, Aviation or Telecommunications industry : Satellite or Terrestrial VHF radio communications).
Proven experience in multi-country, multi-disciplinary, multi-cultural organisations or projects.Skills and Knowledge Required
Fluency in English. Fluency in Russian will be a plus
Analytic skills : ability to build and structure an analysis, manage trending, detect patterns
Good reporting skills
Problem Solving skills
Autonomy, ability to work with remote teams
Excellent presentation and communication skills, both verbal and written
Excellent team player, strong communicator and ability to work under pressure
Competent in Microsoft Office products, Excel advanced proficiency, messaging, on-line purchasing, web-conferencing systems
Ability to learn fast and understand complex technologies, environment and services
Knowledge of ITIL and Service Management practices and procedures would is an asset
Knowledge of ACARS air-ground based communications protocols and aircraft avionics is an asset
Knowledge of ground-ground based communications protocols such as IP is an asset
Ability to represent SITA FOR AIRCRAFT in front of customers and at large or senior level audienceEDUCATION & QUALIFICATIONS
University degree or equivalent preferably in Electronics, Telecommunications, Computer Science, Engineering, Mathematics or Aviation.
Where applicable a recognized professional qualification is desirable.If you apply we will carefully review your fit against the position criteria and feedback to you.
If your profile does not meet the criteria, we will retain your profile as an active applicant for future consideration.
Thanks for your interest in SITA
Nov 16, 2020, 12 : 25 : 17 PM