Customer Support Specialist - Aerospace & Defense, MRO (6 month contract)

Ifs1; United States; Vor Ort; USD 65.000 - 75.000; Vollzeit

Benefits dieser Stelle

Flexible PTO

Medical, dental, & vision insurance

401K with Company contribution

Flexible spending accounts

Life insurance and disability benefits

Tuition assistance

Community involvement and volunteering

Zusammenfassung

Ifs1 is seeking an experienced aviation-focused customer support specialist to manage, investigate and resolve complex technical issues in a regulated environment. You will own cases, coordinate with R&D, QA, DB and Consulting teams, and ensure timely updates to customers.

The role requires strong troubleshooting, excellent written communication, familiarity with ServiceNow or Jira, and willingness to work shift/on-call. Knowledge of aircraft maintenance processes is highly valued.

Qualifikationen

• Experience in application support, technical support, service operations or a similar customer-facing support role.
• Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery.
• Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering.
• Ability to understand customer operational impacts and translate business issues into technical support activities.
• Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation.
• Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups.
• Experience with ServiceNow, Jira or similar work-tracking tools.
• A customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and a continuous-improvement mindset.
• Willingness to work within agreed support coverage, shift or on-call arrangements when required by the operating model.
• Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations.
• Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes.
• Experience working in a regulated or compliance-driven operational environment.
• Experience working in an SLA / KPI-driven support environment.
• Knowledge of EMX / Empower MX or comparable aviation maintenance management systems.
• Knowledge of ITIL or similar practice.
• Experience contributing to knowledge management, process improvement or operational standardization.

Aufgaben

• Managing assigned customer support cases, incidents and service requests in line with applicable support processes, service-level expectations and quality standards.
• Investigating, analysing and reproducing customer-reported issues, including application-level troubleshooting and data-related checks where needed.
• Providing clear, timely and professional customer updates through agreed support channels and maintaining accurate case documentation.
• Communicating with customers professionally and effectively through designated support tools, email and phone, ensuring a high standard of customer service at all times.
• Collaborating with R&D, QA, DB, Consulting and other internal teams to progress customer issues to resolution.
• Helping distinguish standard support work from consulting, implementation, enhancement or product-development activities, and routing requests appropriately.
• Supporting alignment and consistency of operations with global IFS standards, including case handling, escalation, documentation, knowledge sharing and processes.
• Contributing to continuous improvement by identifying process gaps, improving knowledge content and supporting skills and capability development.

Kenntnisse

Customer support

Incident handling

Case ownership

SLA/KPI focus

Troubleshooting

Written comms

Collaboration

On-call readiness

Aviation know-how

Regulatory awareness

Data gathering

Tools

ServiceNow

Jira

Jobbeschreibung

What We're Offering

Salary Range: $65,000 - $75,000 base annualized

• Flexible paid time off, including sick and holiday


• Medical, dental, & vision insurance


• 401K with Company contribution


• Flexible spending accounts


• Life insurance and disability benefits


• Tuition assistance


• Community involvement and volunteering events

Experience & Qualifications:

• Experience in application support, technical support, service operations or a similar customer-facing support role.


• Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery.


• Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering.


• Ability to understand customer operational impacts and translate business issues into technical support activities.


• Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation.


• Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups.


• Experience with ServiceNow, Jira or similar work-tracking tools.


• A customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and a continuous-improvement mindset.


• Willingness to work within agreed support coverage, shift or on-call arrangements when required by the operating model.


• Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations.


• Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes.


• Experience working in a regulated or compliance-driven operational environment.


• Experience working in an SLA / KPI-driven support environment.

Desirable:

• Knowledge of EMX / Empower MX or comparable aviation maintenance management systems.


• Knowledge of ITIL or similar practice.


• Experience contributing to knowledge management, process improvement or operational standardization.

Core activities include:

• Managing assigned customer support cases, incidents and service requests in line with applicable support processes, service-level expectations and quality standards.


• Investigating, analysing and reproducing customer-reported issues, including application-level troubleshooting and data-related checks where needed.


• Providing clear, timely and professional customer updates through agreed support channels and maintaining accurate case documentation.


• Communicating with customers professionally and effectively through designated support tools, email and phone, ensuring a high standard of customer service at all times.


• Collaborating with R&D, QA, DB, Consulting and other internal teams to progress customer issues to resolution.


• Helping distinguish standard support work from consulting, implementation, enhancement or product-development activities, and routing requests appropriately.


• Supporting alignment and consistency of operations with global IFS standards, including case handling, escalation, documentation, knowledge sharing and processes.


• Contributing to continuous improvement by identifying process gaps, improving knowledge content and supporting skills and capability development.

This role involves shift, coverage or on-call participation depending on business and customer support requirements.

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVR