Sr Spec, Technical Support Engineer

Job Description

Job Description

About Acron Aviation:Acron Aviation is an agile commercial aviation partner with a long heritage of providing established, industry-certified solutions, as well as future-focused, data-driven innovations. With customers across the globe our employees are committed to the company mission of innovating to create safer skies. For more information visit acronaviation.com

Our UK business provides first-class pilot training designed for first-class crews and a comprehensive array of training courses for both airlines and individuals conducted from training centers in the UK, Thailand and U.S.

We specialize in technology and systems to enable quality pilot training from distance learning systems applications and maintenance solutions to training devices and full flight simulators, our technology covers the complete training spectrum.

Job Description: Based in North America, and within the Global Customer Support organization, the Technical Support role also known as the In-Service Support Manager (ISSM) assumes overall management for Post In-Service activities for a number of customer accounts.

The In-Service Support Manager, reporting to the Head of Customer Support is accountable for delivering high levels of customer satisfaction, pertaining to their role function, to their allocated customer accounts.

Essential Functions:

• Be the first Point of Contact for the Customer.
• Manage all Customer demands via the JIRA Service Desk ticketing system, of which the In-Service manager will authorize and coordinate the tickets with UK internal resources to ensure timely resolution to the customers challenge.
• Provide first level technical response to enable the customer to continue fault finding or achieve resolution, especially in Aircraft on Ground (AOG) situations.
• Manage the customers to ensure positive relationships are established and maintained to deliver world-class customer service experience.
• Actively collect first-hand customer information and use it to improve and inform services and solutions with a goal of providing revenue generating opportunities aligned to the business financial plan.
• Be responsible for the In-Service warranty / lifecycle finances to ensure that the customer and UK interests are addressed and resolved whilst minimizing the financial exposure to the business.
• For all customers under direct contact, hold bi-weekly/ monthly meetings with the Customers to ensure ticket progression is on-track but also use the opportunity to promote the up-sell opportunities to maximize aftermarket revenue growth.
• Manage the customers “Connect & Review” plan, which ensures frequent Teams/ phone calls and physical visits to each customer is adhered too against a structured reporting and escalation system.
• Produce weekly / monthly / quarterly reports detailing trends in availability and reliability results of devices within your customer base.
• Where requested, support Global Sales and Regional industry activities.
• Demonstrate the company values of Customer First, Act Fast, Own It and Speak internally with candor.

Qualifications:

• Technical background on the systems that are used on the Acron Aviation suite of Training Devices, such as: Motion, Control Loading, Interface, Computing and Software.
• Bachelor’s Degree and minimum 6 years of prior relevant experience. Graduate Degree and a minimum of 4 years of prior related experience. In lieu of a degree, minimum of 10 years of prior related experience.
• A proven background in project management/customer relations, encompassing the following disciplines:
  1. Strong interpersonal skills and the ability to appreciate cultural differences between customers
  2. Excellent written and presentation skills for communicating with customers
  3. Conflict management skills – address issues whilst remaining positive
  4. Financial control and reporting in line with UK business finance
  5. Risk & Opportunity Management

Preferred Additional Skills:

• A firm understanding of commercial contracts and agreements, as the In-Service Manager will be required to deploy and manage these Terms & Conditions.
• Strong customer focus and service delivery mind set.
• Technical ability to act as the first line to resolve customer technical issues based upon triaging calls or tickets to provide guidance to avoid escalation within the business consuming engineering resource.
• Visible leadership to motivate and direct to achieve targets and optimize performance and contribution from the Customer Service and Business resources.
• A proven background in the operation and use of flight training devices.
• Work independently without or limited supervision.
• Level of travel for short periods which predominately is identified and managed in advance (primarily against the Connect & Review plans).

Acron Aviation also offers a variety of benefits, including health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary.

By submitting your résumé for this position, you understand and agree that Acron Aviation may share your résumé, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

Acron Aviation is proud to be an Affirmative Action/Equal Opportunity Employer. Acron Aviation is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws.

Acron Aviation maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

Acron Aviation is an E-Verify Employer.

1 – 9x80: A 9/80 work schedule is a type of compressed workweek that allows employees to work nine hours per day for eight days and eight hours on one day over the course of two weeks, with one day off every other week. This results in employees working 80 hours across nine days instead of the traditional ten days in a two-week period. The off day usually occurs every other Friday, giving employees a three-day weekend. This schedule can be beneficial for work-life balance, as it provides employees with an extra day off without affecting their full-time status or pay.