Application Support Manager - Level 1
CAMP Systems is the leading provider of aircraftcompliance and health management services to the global business aviationindustry. CAMP is the pre-eminent brandin its industry and is the exclusive recommended service provider for virtuallyall of the business aircraft manufacturers in the world including Bell, Boeing,Bombardier, Cessna, Dassault, Embraer, Hawker, and HondaJet. Our services are delivered through a SaaSplus content model and we support nearly 17,000 aircraft worldwide. CAMP has grown from a single location companywith $12MM in revenue in 2001, to well over $100MM in revenue and over 700employees in 12 locations around the world. CAMP is an exciting company to work for, where smart, motivated peoplewith initiative are given the opportunity and freedom to make things happen.
The Manager of CustomerSupport will ensure resources and processes are implemented and managed thatallow for reviewing and resolving customer and internal reported issues withthe applications within predetermined service level agreements. This entails leading the Level 1 CustomerSupport organization to include building, training and mentoring the Level 1 CustomerSupport Engineers. The Manager will liaisewith customers in need of special assistance or who have out-of-the-ordinaryrequirements and also work with dissatisfied customers to identify the cause ofthe dissatisfaction and to determine necessary actions. This person hasexceptional technical aptitude and is a confident leader who can interactsuccessfully and in a spirit of cooperation with both internal and externalcustomers.
Responsibilities:
Leadthe Level 1 Customer Support organization. This includes building,training and managing the Level 1 team. Responsible for:
Captureall customer (internal / external) submitted issues in the JIRA Service Deskcase management system
Ensurethat the Level 1 team provides the required support to address the customerissue(s)
Forall non-level 1 issues ensure that the application support team escalates theissue to the appropriate technical or operational team member(s) and documentsin the JIRA system
Provideregular reporting on the status of submitted issues to the appropriate internalor external customer (submitter)
Documentprocess performance and utilize the metrics to manage team performance and toidentify application related trends or systemic issues
Coordinatewith customers as required to research application related issues.
Takethe lead as required with various personnel from other departments to satisfycustomer special requirements
Developand manage the knowledge base utilized by application support team members
Manageexternal application integration requests
Training
Providecomprehensive training programs and webinars, using all available technology,in order to increase the customer knowledge and utilization of CAMP applications
Ensurethat Customer Web Based and Internal Onsite Training is planned andaccomplished as needed
Workin concert with the Training Manager to ensure that all internal releasetraining is performed as required
Development
Providefeedback to the application product owners / managers based on customersubmitted issues and feedback
Coordinatewith product owners / managers to ensure that all release documentation is distributedand all application manuals are current
Coordinatewith the Level 2 product owner to prioritize customer reported issues forresolution
SupervisoryResponsibilities
Customer Support Engineers
RequiredSkills
Bachelor's degree, or an equivalent combinationof education and experience.
At least 5-7 years' experience in a customersupport role, preferably supporting internet based applications and/or withinan aviation maintenance organization.
3-5 years of supervisory experience leadingtechnical support personnel.
Ability to work in a team environment anddemonstrate strong problem solving skills.
Ability and willingness to take the initiativeto facilitate teamwork within the various organizations of the company to servethe customer.
Ability and willingness to share knowledge andexpertise among various organizations within the company.
Strong written and interpersonal skills.
Benefits:
CAMP offers a competitive salary and a comprehensive benefits package including: Medical, Dental, Vision, Life Insurance, LTD, 401k with Match, and Tuition Assistance.
CAMP Systems International, Inc. is an Affirmative Action/Equal Opportunity Employer M/F/D/V
If you experience any difficulty applying online, feel free to send your resume directly to Dbuffardi@campsystems.com please include the job title and office location in the subject
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The Manager of CustomerSupport will ensure resources and processes are implemented and managed thatallow for reviewing and resolving customer and internal reported issues withthe applications within predetermined service level agreements. This entails leading the Level 1 CustomerSupport organization to include building, training and mentoring the Level 1 CustomerSupport Engineers. The Manager will liaisewith customers in need of special assistance or who have out-of-the-ordinaryrequirements and also work with dissatisfied customers to identify the cause ofthe dissatisfaction and to determine necessary actions. This person hasexceptional technical aptitude and is a confident leader who can interactsuccessfully and in a spirit of cooperation with both internal and externalcustomers.
Responsibilities:
Leadthe Level 1 Customer Support organization. This includes building,training and managing the Level 1 team. Responsible for:
Captureall customer (internal / external) submitted issues in the JIRA Service Deskcase management system
Ensurethat the Level 1 team provides the required support to address the customerissue(s)
Forall non-level 1 issues ensure that the application support team escalates theissue to the appropriate technical or operational team member(s) and documentsin the JIRA system
Provideregular reporting on the status of submitted issues to the appropriate internalor external customer (submitter)
Documentprocess performance and utilize the metrics to manage team performance and toidentify application related trends or systemic issues
Coordinatewith customers as required to research application related issues.
Takethe lead as required with various personnel from other departments to satisfycustomer special requirements
Developand manage the knowledge base utilized by application support team members
Manageexternal application integration requests
Training
Providecomprehensive training programs and webinars, using all available technology,in order to increase the customer knowledge and utilization of CAMP applications
Ensurethat Customer Web Based and Internal Onsite Training is planned andaccomplished as needed
Workin concert with the Training Manager to ensure that all internal releasetraining is performed as required
Development
Providefeedback to the application product owners / managers based on customersubmitted issues and feedback
Coordinatewith product owners / managers to ensure that all release documentation is distributedand all application manuals are current
Coordinatewith the Level 2 product owner to prioritize customer reported issues forresolution
SupervisoryResponsibilities
Customer Support Engineers
RequiredSkills
Bachelor's degree, or an equivalent combinationof education and experience.
At least 5-7 years' experience in a customersupport role, preferably supporting internet based applications and/or withinan aviation maintenance organization.
3-5 years of supervisory experience leadingtechnical support personnel.
Ability to work in a team environment anddemonstrate strong problem solving skills.
Ability and willingness to take the initiativeto facilitate teamwork within the various organizations of the company to servethe customer.
Ability and willingness to share knowledge andexpertise among various organizations within the company.
Strong written and interpersonal skills.
Benefits:
CAMP offers a competitive salary and a comprehensive benefits package including: Medical, Dental, Vision, Life Insurance, LTD, 401k with Match, and Tuition Assistance.
CAMP Systems International, Inc. is an Affirmative Action/Equal Opportunity Employer M/F/D/V
If you experience any difficulty applying online, feel free to send your resume directly to Dbuffardi@campsystems.com please include the job title and office location in the subject
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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