Your responsibilities Ensure smooth operation for assigned services and customers according to the contractually agreed scope of services Act as the first point of contact for inquiries from customers using Lufthansa System’s Network Planning Software (NetLine/Plan) Act as liaison between the customer and the maintenance and development teams in Budapest (Hungary) and Gdansk (Poland) Proactively resolve complaints and answer inquiries from the customer independently, or when other internal resources are needed, coordinate the resolution of customer complaints with internal production advanced technical support Create, implement, and/or redesign internal Lufthansa Systems processes to ensure that the customer receives the highest quality of support possible Drive all stakeholders to solve customer current and future needs proactively and independently through the use of persuasion, negotiation, creativity and excellent written and verbal communication Ensure formulation of detailed solutions for new functionalities and change requests in cooperation with the relevant specialist departments, including content assessment, cost estimation and, if necessary, price negotiation and release planning Manage cost for the assigned area of responsibility with documentation and communication of additional chargeable services provided to customers Support the customer during the transition from project implementation phases to the operations phase by ensuring that the solution “Go Live” cutover runs smooth with minimal disruption to operations Independent recording and analysis of user requirements, possibly supporting customers in the description of change requests Ensure maintenance of technical documentation, quality of technical monitoring as well as service level monitoring and reporting Coordinate and perform customer training sessions, either independently or by organizing internal resources with advanced functional knowledge Moderate and present technical items during customer jour fix Support new sales opportunities with in-dept product expertise in Network Planning solutions of Lufthansa Systems Provide airline Network Planning consulting services to the customers on behalf of Lufthansa Systems GmbH
Our requirements
- 5+ years of relevant experience working at an airline or with an airline IT solution provider
- Previous practical experience in Airline Network Planning
- Ability to work with / configure complex IT products
- Proven ability to work with our software solutions and how to adjust / configure them to fulfill customer requirements
- (Advanced) working experience with NetLine/Plan or comparable industry applications/tools
- Extremely customer-centric with a passion for providing excellent customer service
- Entrepreneurial / commercial mind-set using innovative and creative approaches to optimize solutions
- High level of self-motivation, problem solving and interpersonal skills
- Well-developed time management, decision-making, presentation and organizational skills
- Willing to travel globally and to company headquarter in Germany
- Willing to support Sales activities globally on ad-hoc basis if needed
- Preferred previous Consulting experience
- Willing to gain expertise in other Network Planning and Schedule Optimization tools offered by Lufthansa Systems
- Ability to comprehend and adapt to different cultural situations and perspectives
- Excellent oral and written communications skills in English, and fluency in other languages strongly preferred
What we offer
- An international working environment, atmosphere that stimulates development,
- Individual career path,
- Lufthansa Group membership benefits,
- Flexible working time and place adjusted to employee’s needs. Possibility of starting your workday between 07:00 and 11:00,
- Workplace adjusted to employee's needs,
- Support for your passion for sports within the local activity group and co-financing Multisport cards,
- Private medical care for employees and their family members.
