Senior Product Support Manager

Overview

In this role you will design and deliver aviation ground-network solutions, support pre-sales and project delivery, and drive service improvements. You will collaborate with customers and cross-functional teams to resolve complex technical challenges, improve reliability, and expand service value. The position blends engineering expertise with hands-on implementation and on-site support. This is an opportunity to shape connected aviation solutions within a leading aerospace company.

Responsibilities

• Provide pre-sales technical expertise for RFPs, pricing, and solution design
• Develop practical technical solutions addressing customer requirements
• Investigate faults, determine root causes, and implement corrective actions
• Analyze service-performance data and present technical conclusions
• Contribute to service reviews with metrics and updates
• Coordinate technical implementation activities and on-site support
• Identify opportunities to add services and optimise Solutions for cost savings
• Support product development, testing, and continuous improvement of technologies
• Manage technical equipment, staging, and inventory
• Provide cross-business technical support and mentor during peak periods

Key requirements

• Bachelor in Engineering, Computer Science, Information Technology or related field with at least five years of relevant experience; or advanced degree with at least three years; or nine years of relevant experience without a degree
• Foundational knowledge of networking concepts, telecommunications circuits and IP-based systems
• Experience in technical troubleshooting, systems support or operational engineering
• Strong written and verbal communication skills for customer interactions
• Ability to analyze data, identify anomalies and communicate evidence-based conclusions
• Strong organizational skills to manage competing priorities across teams

• Strong communication skills
• Customer-focused mindset
• Collaborative and cross-functional teamwork
• Networking concepts and IP-based systems
• Aviation ground networks and related messaging systems (ACARS, ATN, AMQS)
• Pre-sales technical engagement, pricing, RFP support

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