Digital Solution Management

Job description

Job Description:

A. Accountabilities

Airbus is offering self services access (known as Skywise Core) for our customers through

Skywise platform.

Our airlines customers have access to services with the following functionalities:

• Data Hosting: some hosting capabilities on Skywise with a high level of security

scalability, and high networking experience.

• Data Upload and Processing: ingestion, cleaning and structuring of some Data made

available by the Company from the Company’s information system and Company’s

aircraft.

• Data Visualization: some analytical environments to get insights on data such as:

- Exploratory Analysis: Point-and-click analytical tools for querying, filtering and automated reporting.

- Time Series Analysis: querying and visualization of high-scale time series.

- Application Development: framework for quickly building dashboards and interactive visualizations.

Those services are free of charge in exchange of the sharing of Aircraft in-service data from Operators to Airbus.

The data collected through the Skywise Core agreement is used by Airbus to better understand the real usage of Airbus Aircraft by our customers. In this way this data is used to speed-up and improve the Customer Support, inforce the upgrades of our Aircraft and design the next generation of products. This data is also computed and integrated in new Digital Services.

In this context, the job holder is responsible for the promotion of the Skywise platform and

for the adoption by the customer by deploying and supporting in service the Skywise Core.

His/her deep knowledge in both Airlines business operations and Big Data allows him/her to support the Customer in its digital transformation.

The job holder is also supporting the Sales campaigns of those services, to perform demos, to identify the relevant use cases of our operators.

The job holder can be involved in advertisement activities to other Airbus departments or other Entities (Authorities, Lessors, MRO, …) , to present Skywise and the Skywise Core setup and to explain how to use the data collected from Operators.

Due to his customer-facing activities, s/he is partly responsible for the Customer’s quality of service’s perception

This encompasses, not exhaustively:

● Accountability for the Service Delivery to the Customer: delivery, communication, monitoring and reporting. Solving conceptual problems using a combination of different techniques.

● Accountability of the quality of the data shared by the Customer to Airbus at the end of Skywise Core on-boarding

● Accountability for the In Service phase of the Service to the Customer: meetings, followup, quarterly reviews, actions plans, on-site services.

● Accountability for application of processes necessary to fulfill the Service

● Responsibility for strengthening the relationships with all Service’s stakeholders

● Accountability for the identification of new opportunities of Services (Premium, Digital

Solutions, …)

● Responsibility of supporting the Airbus Regional workforce (FSRs, CSDs, Programs,…) on Skywise information and strategy

B. Main activities

The job holder is responsible, within Digital Solutions Deployment & Support, for global coordination of all partners delivering the Skywise Core & Skywise Premium Services

● Contribute to Sales activities (CSD, Central and Region Sales teams) during contract signature phase

● Identify new opportunities of Digital Services and communicate accordingly

● Define and Manage the deployment of Skywise Core on-boarding (Data & Workflow scoping phase, Prerequisites, data mapping preparation, …)

● Organize and follow the Skywise Core on-boarding with Partners.

● Validate the quality of data shared by the Airline

● Support the transition to In-Service phase, with knowledge transfer to the Support team

● Ensure that deliverables are in line with the contractual terms (cost, time, quality).

● Ensure the correct support procedures are applied and proposes improvements

● Contribute to contract reviews, based on consistent and factual KPIs, evaluate and improve suppliers’ performance in terms of time, cost and quality.

● Represent and relay the customer experience within Customer Services

● Set up and maintain the necessary means in order to provide the best level of service for customers

● Ensure a good and close relationship with Customers

● Organize and manage Customer events such as workshops, support seminars as appropriate

● Deliver training sessions

● Analyze customer feedbacks, consolidating the performance indicators and managing the continuous improvement program to reach targeted SLA’s

● Monitor performance and advising any necessary changes

This role will involve some travel for business and as such you must be able to travel accordingly.

C. Outputs

The expected outputs for the role shall include:

● Providing accurate and timely reports on customers issues, concerns, needs and requests

towards Airbus products and services

● Developing / Proposing improvements on support procedures, operating modes and team

organization

● Proposing improvements on Airbus’ products and services

● Contributing to the right calculation of the KPI related to the support activity

● Contributing to the knowledge and best practices of the group

● Maintaining and improving his knowledge, skills and competencies

D. Qualification

● Functional experience

● Airline Operation knowledge

● Support experience

● Training experience

● Technical-Professional experience

● Communication

● Pedagogy

● Behavioral skills

● Organization skills

● Autonomy

● Good human relationship and team spirit

● Highly concerned by customer and service minded

● High adaptability-flexibility

● Language skills

● English fluent written and spoken

● Mandarin fluent written and spoken

● Management skills

● Project management

● IT skills is a plus

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 (China) Enterprise Management and Services Co.Limited

Employment Type:
Fixed term

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Experience Level:
Professional

Job Family:
Customer Eng.&Technical Support&Services

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