Flight Optimization Service Manager

Job Description

For more than 80 years, Jeppesen, a Boeing subsidiary, has made it possible for pilots and their passengers to safely and efficiently reach their destinations with cutting edge 21st century navigation and optimization solutions.

As a leader in aeronautical data, we work globally with the world’s leading airlines to create a dynamic international business environment where we make the most complex problems simple and transparent for our customers.

We believe in empowering our employees to think big and speak out while having fun in order to remain one of the top companies in the industry. To get the best out of each talent, we encourage and enable our employees to continuously develop and explore.

At Jeppesen you will work with breakthrough technology, exciting customers and fantastic colleagues from around the world. Our culture is characterized by creativity, professionalism and hard work within an open and flexible work environment.

Jeppesen Service Management program is a premium support option whereby Jeppesen personnel deliver key services in support of the customer’s flight planning operation while using our flight planning software solutions. Customers benefit by having direct access to a resource who is dedicated to the organization and who develops a thorough understanding of the customer’s workflow and specific operational requirements.

Key Responsibilities

• Fosters a close and enduring relationship with the customer.
• Provides service and support continuity.
• Enhances the quality and efficiency of all support services that Jeppesen provides.
• The service manager will provide the customer with continuous education on how to use the flight planning solution, ongoing consultation on how to best use the solution to meet their operational goals, and the service manager will provide advanced technical support while governing all support (service request activity) to ensure compliance with the service-level-agreement (SLA).
• Flight Planning Solutions support: Provide day to day SME support to the operation and governance of the Jeppesen scoped product solutions.
• Support aviation working groups as applicable;
• Provide subject matter expertise (SME) advice in relation to Jeppesen scoped product solutions/ services and training
• Maintain SME level awareness of the flight planning related product solutions, and technology.
• Provide remote or on-site problem-solving assistance
• Oversees the support and delivery of the scoped services
• Flight planning data validation and support
• Delegate and direct service tasks; monitor progress of all current and pending services requests (open a support case for each for tracking) and provide status back to the organization of ticket status
• Product Updates and Acceptance:
  • Customer-specific reporting regarding new releases, new functionalities, and planned developments (road maps)
  • Customer-specific coordination of Jeppesen software release deliverables
  • Hosted upgrade staging and installation coordination
• Reporting:
  • Provide KPI and Metric reporting
  • Reporting status of all service request activity, and change requests
• Product Updates and Acceptance:
  • Customer-specific reporting regarding new releases, new functionalities, and planned developments (road maps)
  • Customer-specific coordination of Jeppesen software release deliverables
  • Hosted upgrade staging and installation coordination
• RAA(s) as per user requests. Examples may include:
• Flight planning data validation
• Flight planning solution & configuration and improvement
• Advanced application troubleshooting
• Provision of initial and recurrent training in use of Jeppesen products
• Provision of ‘top up’ training for product upgrades

Knowledge and experience criteria

• Aeronautical experience including: Flight Deck operations, Piloting, Flight Planning (International), Aircraft Dispatch experience, Airline Operations, Military flight operations.
• Essential: Understanding of modern networking, computers and operating systems; high level skills with corporate tools such as, MS Word, Excel, PowerPoint and similar applications.
• Desirable: Knowledge and experience of Apple tablets and iOS configuration and use.
• Desirable: Knowledge and experience with Mobile Device Management (MDM), Content Management

Education/Experience

• Minimum of five years aviation experience in the field of flight planning, either in flight operational or in a flight support function.
• Preferred airline dispatch and flight planning background in flight operations
• Technical degree in a related field of study preferred
• Pilot and or dispatcher License.
• Strong problem solving skills
• Strong communication and customer relationship management skills
• Strong use of Microsoft Office Suite

Business hours 09:00 to 17:00

It may be expected to work outside of business hours for urgent support needs and or internal/external customer meetings

Jeppesen offers a competitive salary and benefits package. All job offers are contingent upon successful completion of background verification.