Product Support Representative EMEA - Fleet Performance

Job Description:

Skywise is a leading digital services company, wholly owned by Airbus. We deliver a first-of-its-kind offer that seamlessly integrates Planning & Operations Control, Flight, Technical, and Ground Operations. By providing interoperable digital solutions for end-to-end operations, Skywise combines aircraft manufacturer expertise and digital know-how to transform operational complexity into predictable and profitable performance, ensuring resilient and more sustainable operations.

The Fleet Performance Product Support Representative is a technical interface for our airline customers within the EMEA region. You will be responsible for supporting a sophisticated suite of digital solutions, including Skywise Health Monitoring, Predictive Maintenance, and Fleet Performance+.

These applications utilize real time flight data to anticipate maintenance needs and optimize fleet reliability. In this role, you will bridge the gap between complex data analytics and real-world aircraft operations, ensuring our customers achieve maximum fleet uptime.

Key Responsibilities:

Technical Deployment & Implementation

• Support the technical execution of fleet solution deployments, from initial data/workflow scoping and mapping to final configuration.

• Coordinate with customer stakeholders to ensure prerequisites are met and system integration is seamless.

• Facilitate User Acceptance Testing (UAT), resolve technical queries during the pilot phase, and deliver comprehensive training to airline engineering teams.

• Smoothly transition newly deployed solutions to the In-Service Support teams through detailed documentation and handover sessions.

Operational Support & Performance Optimization

• Resolve L2/L3 customer requests, analyzing system workflows and data logs to diagnose root causes.

• Perform periodic "Health Checks" for airline partners, identifying engagement gaps and executing tailored improvement plans.

• Support managing customer backlogs, participate in on-call rotations, and act as the technical liaison between the airline and internal product teams.

Voice of the Customer & Continuous Improvement

• Gather regional customer feedback and prioritize pain points to influence the product development roadmap.

• Identify bottlenecks in deployment or support workflows and implement best practices to drive efficiency.

• Support Marketing with technical product demos and contribute to the global knowledge base.

Requirements

Education & Experience

• Degree: Bachelor’s or Master’s in Engineering (Aircraft Design/Ops), Computer Science, IT, or equivalent technical background.

• Experience: 2+ years of professional experience, with a strong background in technical customer support or systems implementation.

Technical Skills

• SaaS & Data Proficiency: Strong technical acumen to troubleshoot software applications, analyze logs, and understand complex digital workflows.

• Domain Expertise: Deep understanding of Airline Maintenance, Engineering, or Technical Operations.

• Preferred Tools: Familiarity with Big Data, AI, SQL/databases, and ticketing/project management software (e.g., Jira).

• Regulatory Awareness: Basic knowledge of aviation regulatory frameworks and safety standards.

Soft Skills

• Communication:Fluent in English; ability to explain technical data insights to diverse audiences, from maintenance crews to executive leadership.

• Problem Solving:Proven ability to make rapid, >

  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 Helicopters Polska Sp. z o.o.

  Employment Type:

  Permanent

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  Experience Level:

  Professional

  Job Family:

  Customer Eng.&Technical Support&Services

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