The IT Solutions Consultant - Japanese Speaker role serves as the primary technical interface between Japanese-speaking customers and internal teams, supporting the deployment and ongoing performance of digital solutions for airline crew planning. The position combines implementation, technical support, and customer engagement to support smooth system adoption and continuous improvement.
Responsibilities
Implementation and Deployment
Lead the end-to-end deployment of digital solutions, including data scoping, configuration, and workflow setup
Manage customer stakeholders during the implementation phase
Support User Acceptance Testing (UAT) and resolve technical issues
Deliver user training and support a smooth transition to live operations
Customer Support and Issue Resolution
Provide post-go-live technical support and troubleshoot complex issues
Manage support tickets, backlogs, and regular customer follow-ups
Collaborate with internal Level 1, Level 2, and Level 3 support teams to resolve escalated issues
Conduct system health checks and propose improvement plans
Customer Engagement and Feedback
Act as a bridge between customers and product and technical teams
Collect and consolidate customer feedback, pain points, and enhancement requirements
Support the prioritisation of product improvements at the regional level
Continuous Improvement
Identify process gaps and drive efficiency improvements
Contribute to documentation, the knowledge base, and training materials
Support cross-functional initiatives, including demonstrations and internal enablement
Requirements
At least 4 years of experience in airline crew planning or a related operational domain
Fluency in Japanese and English
Proven experience in customer-facing technical support or solution delivery
Knowledge of aviation operations, including crew planning, flight operations, or maintenance
Strong problem-solving and analytical skills
Ability to manage multiple tasks and prioritise effectively
Basic awareness of aviation regulations
Experience with data, analytics, or digital platforms
Technical and domain skills:
Hands-on experience troubleshooting applications or systems
Understanding of system workflows, configurations, and data handling
Familiarity with ticketing or project management tools
Exposure to SaaS environments is preferred
About the company
A global aerospace company with a flight operations services presence in Thailand. The organisation provides digital solutions and operational services that support airline planning, flight operations, and other aviation activities.