Digital Support Representative-Bilingual… at Airbus · Miami

Digital Support Representative-Bilingual (English/Spanish) Location: Miami Area, FL Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at USCareers@airbus.com Notice: Know Your Rights: Workplace Discrimination is Illegal Notice: Pay Transparency Nondiscrimination  (English) Aviso: Transparencia en el Pago No Discriminación (Spanish) Job Description: Airbus Customer Services-LATAM is looking for a Digital Support Representative to join our Customer Services team based in Miami, FL. You will be part of a team in Airbus Commercial that is essential to support our customers, and to be a key actor in the Customer Service Digital journey, an exciting customer interfacing position has now been opened within Customer Services - Innovation and Digital Solutions department. Your Working Environment: The Airbus Training Center (ATC) in Miami provides flight and maintenance crew training for Airbus airline customers – primarily for those based in the Americas. The custom-designed, 110,000-square-foot complex trains more than 2,000 cadets each year in a range of (six) full-flight simulators, innovative computer-based training classrooms, and cabin door and slide trainers – all simulating the A320, A330, A340 and A350 XWB families of aircraft. In Miami you’ll also find the Airbus Latin America headquarters. A team of 60 employees there provides sales, marketing, contracts, customer support and communications for the region’s commercial aircraft, helicopters and space & defense divisions. How We Care for You: Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”) Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program. Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages. Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and intern The Digital Support Representative (DSR) is the primary customer focal point for in-service support of Digital Solutions. In the frame of the Customer support, the DSR reinforces customer proximity and ensures high levels of customer satisfaction within the enhanced support model and contributes to regional events. In this role, you will proactively accompany key customers in proximity, acting as the bridge between their operational needs and central support teams. You are responsible for collecting and relaying the "Customer Voice" regarding Software & Services products to drive continuous improvement. Primary Responsibilities: The DSR is accountable for the Customer satisfaction and the relationship with the customer for the deployment and support of Airbus Digital Solutions, in tight coordination with the Product Support Referent (PSR). The portfolio encompasses all products delivered to the external customers and supported by the Airbus Digital Solutions (Deployment & Support Digital Solutions) organization. Such as the following portfolios: Customer Engagement (e.g., AirbusWorld), In-Service AirCraft (A/C) management (e.g., TechRequest), material, training, A/C lifecycle management, maintenance & repair, Tech Data (e.g., airnavX ecosystem). Your Challenges: Be the primary customer focal point for Innovation & Digital Solutions for assigned accounts regarding customer support and operations. Collect and relay the "Customer Voice" regarding Software & Services products to internal stakeholders. Provide proximity support through regular follow-up meetings and customer visits to answer customer queries, anticipate escalations and maintain relationships. Act as the Digital Solutions Deployment & Support focal point for Field Service Representatives (FSR) and Customer Support Directors (CSD). The role will require you to develop external business relationships and connect with operational managers, technical personnel and IT stakeholders to develop a full understanding of their Digital Solutions business requirements and goals. A high level of anticipation will be required to foresee and meet the customers’ expectations and reach the agreed Customer Satisfaction target; which will align directly to the customers’ larger business objectives and ultimately achieve the Airbus goals. Main Responsibilities: The role includes, but is not limited to, the following activities: Customer Engagement and Support: 50 % Receive and follow-up on in-service issues raised by customers. Support customer and Airbus internal stakeholders (ex: FSR, CSD) in the US for the usage and latest update of digital products. Participate in In-Service Core Team (ISCT) meetings led by the CSD. Support the PSR during software Entry Into Service (EIS). Identify training needs and perform light awareness or demos in coordination with the PSR Customer Feedback & Analysis: 50 % Capture and enrich in-service customer feedback, relaying it to the PSR. Actively support the analysis of Customer Satisfaction Improvement Program (CSIP) surveys and ensure the implementation of action plans. Organize and maintain up-to-date customer contacts within Salesforce. Ensure regional product feedback is relayed to central support and development teams. Analyze and consolidate customer feedback, contribute to the continuous improvement to reach targeted support KPI. Key Deliverables: Customer Support: Timely response and support for customer and FSR queries until final resolution. Reporting & KPI: Monthly and weekly reports on region and client Digital Solutions Support topic and contribute to the support KPIs. Proximity Support: Documentation of outcomes from regular follow-up meetings and visit reports. Product Awareness: Light awareness sessions or demo to customers with the delegation of PSR. Customer Dashboard: the "ID Card" consolidating critical information (product usage info, TechRequest dossiers highlight, hot topic, customer profile briefing etc) for dedicated Airlines/MROs. CSIP(Customer Satisfaction Improvement Programme): Detailed analysis and deployment of action plans based on survey findings. Additional Responsibilities: Other duties as assigned by management Your Boarding Pass: Education: Required Bachelor’s Degree level of education in Information Systems, Information Technology (IT), Computer Science, or Computer Engineering or Aviation and Aeronautics Experience: Required Three plus (3+) years intensive technical support experience Excellent written and oral communications in English and Spanish Stakeholder management skills, good human relationship and team spirit Negotiation, analytical, and persuasion skills. Assertiveness and a strong sense of ownership towards high customer satisfaction. Willingness and ability to listen, learn, and obtain expertise in new products. Preferred Aviation Operations knowledge for airlines, lessors and MRO related to Engineering & Maintenance, technical data and Ground IT infrastructure. Broad knowledge of the Airbus Digital portfolio, including AirbusWorld, TechRequest, and airnavX ecosystem. Licensure/Certifications: Required NONE Travel Required: 10% Domestic and International Citizenship: Authorized to work in the USA. Clearance: None Communication Skills: Required: Excellent written and oral communications in English and Spanish. Direct Reports: Is this a people manager? No Physical Requirements: Onsite or remote:  Min 60% on site.  Three days a week in the office. Vision: Daily able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. Hearing: Daily able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms. Speaking: Daily  able to speak in conversations and meetings, deliver information and participate in communications. Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Lifting:  able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Pushing / Pulling:  able to push and pull small office furniture and some equipment and tools. Sitting:  able to sit for long periods of time in meetings, working on the computer. Squatting / Kneeling:  able to squat or kneel to retrieve or replace items stored on low shelving. Standing: able to stand for discussions in offices or on the production floor. Travel:  able to travel independently and at short notice. Walking (include routine walking such as to a shared printer to retrieve documents):  able to walk through office and production areas including uneven surfaces. Personal Protective Equipment could be required if in an area that requires PPE.    Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site Administrative position only NO PPE required: Steel-toed shoes are required for all shop floor visit, appropriate hearing/eye protection may also be required when visiting the shop floor. Equal Opportunity: All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status As a leader in our field, Airbus provides relocation assistance for qualified positions and a comprehensive compensation and benefits package. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. NOTE:  Airbus reserves the right to revise or change job duties and responsibilities as the need arises.  This position description does not constitute a written or implied contract of employment. 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 Americas Customer Services, Inc. Employment Type: Permanent Experience Level: Professional Remote Type: On-site Job Family: Customer Account and Service Management ------ Job Posting End Date: 05.26.2026 ------ Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment. By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus. Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.