Customer Support Analyst

The Customer Support Analyst is a key member of our Actuation Service Desk cross-disciplinary team. The team works with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities and brokers providing support for their aftermarket MRO and spares orders. The team works to manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Actuation Systems customers worldwide.

This role is fast-paced, and the responsibilities are wide ranging, so you should be open minded, as well as a quick and independent learner. Proactive problem-solving skills are essential in this role, so you must not be afraid to deal with ambiguity. You will need to digest and analyze information quickly, make sound decisions, and effectively manage the path forward to issue resolution.

This position is remote and 2nd shift from 3pm to 1am EST. As the desk operates 24/7/365 candidates must be able to work holidays.

Job Requirements

Essential Job Functions
• Work directly with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities, and brokers, providing support for their aftermarket MRO and spares orders.
• Communicate with customers by telephone or electronically to provide information about organization products or services, manage customer orders, and address customer concerns.
• Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Actuation Systems customers worldwide.
• Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM (Salesforce) & ERP (SAP) systems.
• Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues.
• Ensure all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately.
• Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles.
• Assist in development and participation in efficient process improvements.
• Resolve complex issues, identify root causes, and implement corrective actions.
• Attend off shift team & organization wide meetings.
• Other duties may be assigned. Education/Experience
• Bachelor's Degree and a minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience.
• Experience with SAP or similar ERP system to input & retrieve information.
• Experience with managing the life cycle of customer orders from point of order entry to shipment.
• U.S. Person (U.S. citizen, permanent resident, refugee or asylee)