Amer Flight Deck Product Support Lead

**Job Summary**:
NAVBLUE is a trusted partner for over 500 customers worldwide, providing Flight Operations solutions and services to airlines.

NAVBLUE is looking for a Product Support Lead responsible for the quality of the support provided by NAVBLUE on the cluster of Flight Deck products. The ultimate goal is to ensure a high level of Customer Satisfaction.

**Key Responsibilities**:
For the assigned Products Cluster, the Product Support Lead is responsible for:

- The performance and the quality of the support provided to customers by L1/L2 support teams across the AMER (North America and South America) region for the Flight Deck cluster of products (Mission+, Dispatch+, Flysmart, and more)
- Being the focal point of escalation for a family of products within the L2 teams
- Supporting the Principal Support Manager (PSM) in the prioritization of the issues reported by the Customers to be addressed by L3 teams
- Supporting the PSM in steering L3 support team activities with regard to the quality and accountability of Root Cause Analysis events
- The identification of Customer irritants to be addressed through specific improvement initiatives
- Preparing and Presenting Statistical Reviews Weekly with leadership
- Ensuring Ticket Quality (gathers necessary info, uses troubleshooting methods, uses documentation/Knowledge Base (KB), works to replicate/confirm issues locally or by signing into customer environment)
- Populating KB documentation (guidelines, FAQ, etc)
- The Product Support Leader has comprehensive knowledge of the products they support, including both the customer-facing aspects and the server-side components.

The Product Support Lead also contributes to Customer Facing activities:

- Preparing, attending and following up on customer meetings between NAVBLUE and customers on customer support topics
- Participating in and contributing to regular NAVBLUE customer support internal meetings, such as ticket backlog reduction meetings, product synchronization meetings, and product delivery meetings.
- Participating in Product testing (running & updating test scripts)
- Participating in Customer regular or escalation meetings
- Working together with the PSM to plan and attend Customer User forums,

The Product Support Leader is also responsible for contributing to the following people management activities:

- Involved in hiring and onboarding the team members
- Leading and supporting the team in terms of operational management
- Assisting the NAVBLUE Customer Support Head of AMER Region with delegated administrative tasks such as objective setting and people development.

**Education**
- Engineering or Master's degree in software engineering, aeronautics, or equivalent post-secondary degree

**Experience**
- Experience in Airline Flight Operation (5-10 years)
- Such a background could be:

- Worked for an airline within Flight Ops Engineering / EFB management
- Worked for a software development company
- Worked for an OEM on EFB / Flight Management perimeter, with experience in customer service

**Knowledge, Skills, Demonstrated Capabilities & Competencies**:

- Superior analytical and problem-solving skills
- Strongly focused and self-motivated to overcome challenges to deliver on time and on quality
- Project management experience
- Flexible, adaptive approach with strong customer focus

**Perks**:
Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open workstations, rather than boxed-in cubicles. As part of our family, you will enjoy:

- Being part of Airbus Network
- Flexible hours
- Hybrid working environment (3 days in office)
- Free parking
- Vacation Days (15 - 25)
- Professional Development Day
- Christmas shut down
- Summer core hours
- Strong work-life balance
- Casual dress code
- Competitive group benefits plan
- Strong focus on mental health support benefits
- 5 Sick Days
- 2 Personal Days
- RRSP matching program
- Life Insurance
- Employee stock ownership plan
- Maternity & Paternity benefits
- Referral program
- Rewards and Recognition program
- Training and Development Support
- Monthly Lunch and Learns
- Fitness & Wellness reimbursement
- An active social committee
- Organized Volunteer Events
- Game room, including a flight simulator
- Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
- Active Inclusion & Diversity Committee
- And much more

Not to mention, the aviation industry’s ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive