Flight Operations Support Center Officer
6 months ago
To ensure expansion and growth for Airbus core services through Flight Operations support activities and to support Airbus core services’ goals, objectives and strategies.
**Responsibilities**:
Manage Flight Operations support activities to support Flight Ops Support Center including:
- Support to Airbus operators on Tech Request and other activities
- Support to internal customers (e.g ST and other departments) and NAVBLUE
**Overview**:
- In this role and in collaboration with the First Line Managers, Flight Ops Support Center (FOSC TLS) manager, the FOSC Officer coordinates the Flight Ops TechRequest activities that include:
- Dispatch of all Flight Ops Tech Requests, including:
- **Coordination with Airbus internal interfaces (SII, IV, IY, SC, SB, ST, Navblue...) for queries assignment**:
- **Coordination with internal Flight Ops people (FOSC TLS and FOSDs).**:
- Answers to Tech Requests.
- Acts as a mentor for the Flight Ops engineers working on the customer support activities
- Acts as a referent for the Customer Support activities to ask for technical assistance from Flight Ops Policy or Portfolio entities, if deemed necessary
- Ensures continuity of support activities between each PI sprints
- Contributes in growing the customer support activities such as ADOM
- Contributes towards increased collaboration of the IASATL teams with the STL teams worldwide in the scope of customer support activities
- Performs internal Tech Requests proofreading to monitor Tech Requests’ quality
- Review and investigate Customers feedbacks on Tech Requests
- Acts as entry point for the FOSC TLS, FOSDs, Navblue, and the internal customers
- Contributes to IASATL stand-by activities or demand when required
- Define, enforce, monitor, improve and develop the standard procedures, processes and KPIs for Tech Requests, and collaborate with the relevant management and quality teams
- With the idea of continuously improving our customers satisfaction, a post processing data analysis is a key to better know our customers needs. This includes:
** Contributes in “voice of the customers” analysis through post-processing data**:
**available in customer feedback tools (TechRequest, Qualtrics, CSIP, CSS**:
**Survey...)**:
** Act as customer satisfaction focal point**:
** Contributes in tools definition/evolution to enhance the data analysis.**:
- Clearly communicate and enforce the company’s policies, strategies, including rules and regulations with teams
- Put the company’s goals and priorities into practice for team members with KPIs
- Evaluate team members performance/competency and report to the relevant management team members
- Follow up, measure, improve and develop performance/competency continuously with team members
- Ensure providing adequate access right, tools and facilities for team members
- Ensure providing adequate training on productions and processes
**Professional skills**:
On top of Flight Operations Engineer skills, the FOSC Officer should demonstrate several of the following:
- **Deep experience in the Flight Operations domain and masters Airlines organization,**:
- **Leadership,**:
- **Strong influence and negotiation skills, being able to convince or negotiate with customers in complex situations,**:
- **Very good pedagogical and coaching skills and is very motivated in developing people,**:
- **Background on SOPs and Airbus policy or MMEL (ADOM) or Safety processes is a plus for regular queries and activities on aircraft operations.**
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 Flight Operations Services Limited
**Employment Type**:
Permanent**Experience Level**:
Professional
**Job Family**:
Customer Flight/Mission & Ops Support
At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
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