Head of Product Support and Training

Job Title: Head of Product Support and Training
Reports: Director of Product Innovation and Support
Location: Tamworth, Staffordshire

A unique opportunity has arisen to join the FLYdocs team as a Head of Product Support and Training.

FLYdocs (a Lufthansa Technik Company) is a rapidly expanding international software business, powering innovation and advancing technology in the aviation industry. With the world’s most advanced aircraft data and records management platform at our core, our global team helps airlines, lessors, OEMs and MROs to transition aviation assets and protect their related value.

As a leader for Product Support and Training, you will be responsible for the overall support of our Products pre and post-development, customer onboarding and internal/external training requirements.

It is fully expected that you will bring a diverse array of knowledge and experience and at every opportunity as a true advocate pro-actively voice and drive the company’s customer-centric approach. While at the same time advocate for a similar attitude across the individuals within your team.

Providing leadership to a growing team you will ensure each team member receives the right level of support, guidance, mentoring as well as encourage professional and personal development of each individual within the team.

As a company which is looking to transform how we work in a more agile way, this is an exciting opportunity to be at the forefront of driving the right decisions and changes necessary for the business as well as build a team for the future.

Key responsibilities

As a company which is looking to transform how we work in a more agile way, this is an exciting opportunity to be at the forefront of driving the right decisions and changes necessary for the business as well as build a team for the future.

  • Build, maintain, lead, manage and direct a team of energetic product support & training specialists
  • Act as a role model, demonstrating the FLYdocs values, providing clear management support and development to the team
  • Maintain a team strategy, ensuring alignment to broader corporate strategies, with clear foresight on growth and development of team members
  • Encourage training and upskilling of individuals at every opportunity to support personal development as well as business needs
  • Drive empowerment and self-organisation as part of an agile environment
  • Grow the team into a new world of self-independence by increasing knowledge and experience of the team
  • Build, maintain and be accountable for the Product Support and Training lifecycle and methodology through implementation of the strategy and principles in the services delivered by the team
  • Deliver in time and in budget product onboarding and training for our clients
  • Oversight of Technical Requirement Document production and QA testing of new products and features, supporting the overall FLYdocs growth strategy
  • Oversight and management of Product Support SLA’s internally and externally
  • Manage the internal training requirements of the FLYdocs product suit
  • Take a hands-on approach to support onboarding and training of new clients where required including on-site assignments during contractual negotiations as well as before and during go-live periods
  • Manage budget and resource planning in balance with the fast-paced environment and expectation of our clients, our shareholders and industry as a whole
  • Live and continuously further develop contemporary leadership skills as part of an entrepreneurial company environment
  • Pro-actively identify and resolve risks and problems
  • Support and make critical decisions which contribute towards the success of the business and our products
  • Work with the Finance Team to understand the cost of delivering product support, onboarding and training and forecast the total cost of maintaining this over the next three to five years
  • Take a hands-on approach towards tasks to assist the teams in their work as well as continue to maintain a good deep understanding of the product and services being provided

Desired experience

  • Ideally, 10+ year’s experience leading projects with a distinguished track record of delivering on demanding projects
  • Strong verbal and written communication skills, organizational and time management skills
  • Ability to quickly, proactively, comfortably work with minimal specification
  • Experience in hiring and developing smart and talented individuals
  • Experience in communicating with users, cross-functional and multi-geographical teams, and project management

What we offer

  • The opportunity to work within a fast-growing and progressive global company backed by Lufthansa Technik
  • The opportunity to travel globally
  • The opportunity to work in a modern office environment
  • The opportunity to work with a leadership team who are passionate about the people
  • The opportunity to work within a fast-growing, progressive, global-acting company
  • Career development opportunities and the chance to progress
  • Flexibility, with the possibility to split time between the office and home
  • The opportunity to make a real impact on the overall work-life-balance and benefits package for all employees
  • Flat and lean organisation enabling fast decisions and action
  • Competitive salary, private health insurance and an annual salary review based on performance
  • Flexible working
  • Free on-site parking

How to apply

Please send your CV to info@flydocs.aero

What they said

  • FLYdocs has successfully completed lease return projects for Wizz Air in the past, which gave us great insight into the power of their system. Now with full access to FLYdocs®, we have the right platform to manage all of our records across the entire portfolio.
    - Heiko Holm, Technical Director, Wizz Air
  • We can instantly see a project status, identify queries and delegate team members to respond to them all within the system. This detailed visibility provides us with every confidence in our ability to successfully redeliver this large number of aircraft in such a short period of time.
    - Jan De Meyer, Technical Representative & Records Manager, Brussels Airlines
  • We expect the FLYdocs® system to facilitate smoother aircraft lease returns, through benefits such as the structuring of and access to our maintenance records.
    - Rob Saunders, Manager Engineering Development Cathay Pacific Airways
  • We have already enjoyed the benefit of cost and time savings involved with researching historical information – what used to take days to complete, now takes mere seconds to search and find documentation.
    - Jim Landers SVP- Technical Operations Hawaiian Airlines
  • The FLYdocs document audit was very comprehensive and captured a lot of discrepancies that might have otherwise been missed during a physical on-site documentation review. Once in a digital format, it was very quick and easy to locate a required document or piece of information.
    - Dean Pang, Engineering Executive at SilkAir
  • FLYdocs® allows us to be prepared and in a proactive position instead of reacting to document findings from a lessor just before the physical inspection starts. The feedback from the lessors is always positive as they can review the documents online and on different remote locations.
    - Werner Reiser Senior Manager Phase Out Program SWISS International Air Lines Ltd
  • We are excited to be moving to a new digital way of working that will transform our current engineering practices and we ensure that we deliver against our ambitious asset transition programme, keeping us and our fleet at the forefront of aviation in Europe.
    - Cemil Sayar, Director Technic, SunExpress
  • FLYdocs not only brings a leading software solution but also specific expert knowledge in the area of commercial aviation records management.
    - Rob Saunders, Manager Engineering Development Cathay Pacific Airways
  • The visibility and advanced electronic real-time audit functionality across both the records and aircraft physical inspection sides of the process have allowed Virgin staff, our MRO partners and the lessors, lessees and aviation authorities involved in the process to pro-actively manage each delivery with ease.
    - Rick Daniels Information Services & Airworthiness Records Manager Virgin Atlantic Airways
  • The platform’s superior functionality will provide us ease of use and multi-user web access to technical aircraft records from anywhere in the world.
    - Justin Goatcher, CDB Aviation, Head of Asset Management
  • The platform will bring much more versatility and control across the entire audit and transition process. We are also excited by the improvements it will make to our aircraft remarketing and trading performance too.
    - Rich Poutier, Chief Technical Officer, MCAP
  • We were impressed by the technical capabilities of the FLYdocs® platform. We contracted FLYdocs to manage the complete project from scanning to audit, and have the FLYdocs team to thank for their hard work and expertise.
    - Barry Keenaghan, Project Manager, NAC

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