Training Product Support Engineer

Premium Aerotec GmbH; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Premium Aerotec GmbH in Bengaluru is seeking a Product Support Engineer to bridge customer support, product management, and engineering, diagnosing complex software issues and improving product reliability.

You will coordinate with training centers, partners and customers to manage training product delivery, cloud access, and content validation while keeping up-to-date with digital interfaces, software, and hardware.

Qualifications

• Degree in science or engineering required (CS/IT/Electronics/Data Analytics).
• 8+ years in technical/product support is mandatory.
• Experience with training centers operations (ATO/MTO) is advantageous.
• Experience with Airbus training products/solutions is a plus (ACT Suite, Cabin Training Suite, e-training, MATe, Smarter Classroom, MyTDS, VPT).
• Basic knowledge of AWS and LMS platforms.

Responsibilities

• Act as a focal point for training product support, coordinating with training centers, Airbus Digital, Skywise support teams and subcontractors.
• Manage training product deployments, validation, and customer feedback.
• Resolve training product related support requests and incidents from internal and external users.
• Coordinate with stakeholders across training organization, product development, sales & marketing, quality and customers.
• Administer the cloud platform to manage functionalities related to Airbus training products.
• Contribute to delivery of new training packages and validation of online contents.
• Create and maintain documentation in line with Airbus processes.

Skills

Cloud platform administration

IT troubleshooting

Request management

Project management

English negotiation

Anticipation mindset

Resistance to stress

Flexibility

Education

Degree in science or engineering (CS/IT/Electronics/Data Analytics)

Tools

AWS

LMS platform

Job description

Position Overview

A Product Support Engineer acts as the technical bridge between customer support, product management, and core engineering teams, diagnosing complex software issues and contributing in improving product reliability.

Accountabilities

• Responsible for the training products support including their deployment (initial, evolution and upgrades) in all training domains - Cabin, Flight, Maintenance and Structure.
• Ensures integrity of Airbus training products delivered to Airbus Training Centers, Partners and Customers
• Resolving training product related support requests and incidents received from the internal and external users
• Ensures transnational coordination between stakeholders of various teams like - training centers, business domains, product development, sales & marketing, quality and customers
• Support development team for the delegated activities like training products validation, product communication management and consolidating the customer feedbacks
• Contributes to overall customer satisfaction of the training product by coordinating with other stakeholders and maintaining a close relationship with internal stakeholders and customers
• Act as focal point for required training product - coordinating with different domains within training organization, Airbus Digital, Skywise support teams and subcontractors
• Administration of the cloud platform to manage the various functionalities related to Airbus training products.

Main Activities

• Contributes in his / her domain of expertise to the compilation of the new training packages, delivery orders based upon customers and internal needs
• Contributes to the administration of online course contents and validation
• Request management to support internal and external customers related to training products delivery, cloud platform access, course contents access and troubleshooting
• Provides a consistent evolutions/upgrades package to internal and external customers
• Optimize tools, documents and processes for the products operation
• Anticipate risks of obsolescence of training products and manage associated actionsCreate and maintain associated documentation in line with Airbus processes.

Deliverables

• Ensure on-time delivery of the necessary deliverables related to the training products
• Create, deliver and monitor necessary KPI & targets for the smooth operation of the support and performance management in adherence with Airbus processes and rules
• Be efficient and reactive while dealing with different technologies, different tasks (project management, operation support, worldwide support, short and long-term actions), different professions (manufacturers, sub-contractors, procurement, pilots, etc...)
• Minimize customers and users disturbance following technical problems; this leads the job holder, in specific cases, to adapt working hours to the situation
• Keep regularly up to date technical knowledge (digital interfaces, software, hardware, training environment)

Required Skills

• Educational background: A degree in science or engineering especially in Computer Science, Information Technology, Electronics and Data Analytics
• Work Experience: 8 years and above in technical / product support is mandatory.
• Previous customer handling experience will be an added advantage
• Project management, organizational skills
• Technical knowledge covering cloud platform administration, IT (Software, Hardware & Network) troubleshooting techniques and request management.
• Knowledge of Training Centers operations (ATO/MTO), experience in understanding the OEM (Original Equipment Manufacturer) processes will be an added advantage
• Knowledge of any Airbus training products/solutions such as ACT Suite, Cabin Training Suite, e-training by Airbus, MATe suite, Smarter Classroom, MyTDS & Virtual Procedure Trainer is plus
• Basic Knowledge of AWS and any LMS platform
• English negotiation level
• Anticipation mindset, resistance to stress and flexibility.

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.

Job Details

• Employment Type: Permanent
• Experience Level: Professional
• Job Family: Training support & services