Flight Operations Support Center Officer

Job Description:

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:

• 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:

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