Customer Support Manager – Aerospace & Defense, MRO

🔥 16 hours ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $85k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 40 days.

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IFS

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1983

🏗️ Construction

🏭 Manufacturing

📦 Logistics

💰 Secondary Market on 2022-03

Construction • Manufacturing • Logistics

IFS is an enterprise software company providing solutions for various industries, including aerospace and defense, construction and engineering, energy, utilities, and resources, manufacturing, services, and telecommunications. The company offers a wide range of software products, including enterprise asset management, field service management, enterprise resource planning, and solutions leveraging artificial intelligence such as IFS. ai. These solutions are designed to optimize asset lifecycle management, improve customer engagement, and enhance operational efficiencies. IFS Cloud provides a comprehensive platform for digital transformation, helping businesses to harness data and drive insights across their operations.

📋 Description

• Lead the day-to-day activities of the EMX Support Team, including workload management, case ownership, prioritization, escalations and customer communication • Oversee customer support cases, incidents and service requests to ensure appropriate prioritization, documentation and progression • Manage customer escalations and complex support situations, coordinating ownership, next steps and communication • Ensure clear, timely and professional customer communication through support tools, email and phone • Collaborate with R&D, QA, DB, Consulting and other internal teams to progress issues, manage dependencies and remove blockers • Support and develop Support Team members through coaching, knowledge sharing, workload planning and capability development • Ensure appropriate classification and routing of customer requests • Align EMX support operations with global IFS standards, governance, documentation and knowledge-sharing practices • Drive continuous improvement by identifying process gaps, recurring issues and workflow, documentation and knowledge-content improvements • Provide temporary maternity leave coverage for EMX customer support operations

🎯 Requirements

• 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 • Customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and continuous-improvement mindset • Willingness to work within agreed support coverage, shift or on-call arrangements when required • 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

🏖️ Benefits

• 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 • Remote and in-office working balance

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