Product Support Specialist

TC Industries Of Canada Company; Greater London; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading aviation solutions provider is hiring a Product Specialist in London to contribute to product training and management. The role requires expertise in Technical Records and related fields, along with outstanding communication and problem-solving skills. The Specialist will liaise with customers, assist in software issue resolution, and conduct training. With a focus on customer service, this position involves significant travel for project implementations. The ideal candidate must possess a Bachelor's Degree and experience in aviation software.

Qualifications

• 3-5 years of experience in the aviation field.
• Proficiency in the English language, additional languages preferred.
• Must have excellent teamwork and problem-solving skills.

Responsibilities

• Act as a liaison between airline customers and programming department.
• Identify, research, and resolve technical and software problems.
• Conduct on-site or remote customer training.

Skills

Technical Records

Outstanding Communication Skills

Problem-Solving

Customer Service

Education

Bachelor’s Degree in Aviation, Business or related field

Tools

Trax or similar aviation maintenance software

Job description

Overview

Trax is hiring a Product Specialist to join our growing team in London, England. This position requires a firm understanding of the aviation field working with (or similar to) Technical Records, Engineering, Maintenance and/or Software Implementation to effectively contribute to the training and management of our product. The Product Specialist is responsible for learning our products, assisting in the development of documentation, conducting training, resolving technical and software problems and delivering excellent customer service. Trax is a highly collaborative environment where Product Specialists work very closely with other team members and clients to solve problems. The Product Specialist will frequently communicate and work alongside our Programming teams, QA, Technical Writing & IT. The role involves excellent communication and technical skills to act as a liaison between our Programming Department and our Airline Customers.

Responsibilities

• Act as a liaison between airline customers and programming department by answering phone calls and correspondence (Help Desk function)
• Identify, research and resolve technical and software problems
• Track and monitor customer issues to ensure a timely response and resolution
• Liaison with our Development Department to document customer specifications
• Test software program modifications and resolutions to report technical problems
• Liaison with Technical Writing Department to develop documentation of new program features
• Customer training (on-site or at Trax location).
• On-call service for customer emergencies
• Manage and coordinate customer projects - oversee implementations with support of our corporate team.
• Ability to take on customer implementation projects to ensure smooth delivery of Trax products and services.
• Other duties as assigned.

Qualifications

• Bachelor’s Degree in Aviation, Business or related field and at least 3-5 years of experience in the aviation field working with (or similar to) Technical Records, Engineering, Maintenance and/or Software Implementations.
• Must have experience working with Trax or similar related aviation maintenance software.
• Proficiency in the English language with ability to speak multiple languages, preferred.
• Outstanding Communication skills – both verbal and written
• Must have excellent communication, teamwork and problem-solving skills.
• Excellent customer service skills, with ability to deescalate issues and provide solutions for customers.
• Attention to customer issues with a sense of urgency to resolve and close to ensure business continuity for customers.

Other requirements

• This position requires 50%+ of domestic and international travel.