Job Description

As a Cockpit Specialist, you will oversee the customer service management activities for SITA FOR AIRCRAFT Cockpit products and services in the APAC/MEA region (addressing airlines, avionics manufacturers, resellers and Air Navigation Service Providers customers).

Reporting to the Customer Service Regional Manager, you will be responsible for managing SITA FOR AIRCRAFT customers’ satisfaction with regard to SITA FOR AIRCRAFT Cockpit portfolio of products.

The world is changing. Are you ready to define with future of travel with us? 

• What you will do
   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
  •    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 channeled 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
  •    Provide expert enquiry handling in coordination with the SITA FOR AIRCRAFT 24/7 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
  •    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
  •    Provide guidance and coaching to junior Cockpit Specialists colleagues being a role model for them

Qualifications

• Who you are
   University degree or equivalent preferably in Electronics, Telecommunications, Computer Science, Engineering, Mathematics or Aviation.
  •    Strong experience in the Technical Support domain (preferably in the Airline, Aviation or Telecommunications industry: Satellite or Terrestrial VHF radio communications)
  •    Proven customer facing experience and management of large customer account
  •    Proven experience in multi-country, multi-disciplinary, multi-cultural organizations or projects
  •    Analytic skills: ability to build and structure an analysis, manage trending, detect patterns
  •    Ability to represent SITA FOR AIRCRAFT in front of customers and at large or senior level audience
  •    Excellent presentation and communication skills, both verbal and written
  •    Good reporting skills
  •    Problem Solving skills
  •    Autonomy, ability to work with remote teams
  •    Strong Customer Focus
  •    Excellent team player, strong communicator and ability to work under pressure
  •    Knowledge of ITIL and Service Management practices and procedures would be an asset
  •    Proven experience on ACARS air-ground based communications protocols and aircraft avionics
  •    Proven experience on ground-ground based communications protocols such as IP
  •    Ability to structure and organize work efficiently
  •    Coaching skills
  •    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

Whatweoffer 
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too. 

And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.

Skills Required

• Communication
• Microsoft Office
• Presentation skills