The Maintenance Control Specialist personnel should have excellent communication and troubleshooting/problem-solving skills along with a friendly attitude with the ability to work in a team environment. These specialists should also have aircraft maintenance experience to provide the nessesary support.
The specialist will be responsible for answering customer calls, providing a solution, or properly escalating the solution to appropriate individuals. Once the issue is identified, all correspondence is to be handled in a tracking system. Specialists in this group typically handle straightforward and simple problems (i.e.: answering customer questions, troubleshooting program/data issues, maintaining data quality, and communicating with customers, documenting customer business process, assistance with navigating around application menus, etc.). Personnel at this level have a general understanding of the product or service and aim to handle 70%-80% of user problems before escalating the issue to a higher level
The position is located on site at the customer's GOC and requires effective communication, active listening, adaptability, timeliness, and professionalism.
Responsibilities: |
• Provide subject matter expertise in matters related to airline or military operations, with emphasis on aircraft maintenance and engineering processes and procedures. • Work with internal teams to develop tools and processes to support customer projects. • Serve as a liaison with customers to understand customer expectations in order to communicate these expectations clearly to TT personnel. • Provide SME-level internal QA review of TT work output prior to transmission to the customer. • Take incoming calls from the customer workstreams related to IFS Maintenix issues. Log helpdesk ticket for tracking and final solution once resolved. • Identify efficiencies gains and provide recommendations to department manager • Act as Liaison between customer issue and IFS Maintenix related sales force tickets. • Perform data clean up or entry on known items that need to be migrated after go-live. • Review and test Maintenix software upgrade procedures for version/patch upgrades. Coordinate changes with customer workstreams. |
Position Requirements |
Formal Education & Certifications • BS in an aerospace-related field strongly preferred • Airframe & Powerplant Mechanic (A&P) preferred • Significant professional experience may be substituted for the educational requirement Knowledge and Experience • 10+ years of experience working in the commercial airline industry or active duty military strongly preferred • 5+ years of management experience preferred • 2+ years working in Maintenance Control preferred • Working knowledge of MSG-3 and reliability centered maintenance principles desired • Working knowledge of aerospace maintenance software solutions desired • Working knowledge of Microsoft Office software required Personal Attributes • Exceptional interpersonal skills, with ability to present complex data in user-friendly language • Proven analytical and problem-solving abilities • Ability to effectively prioritize and execute tasks in a high-pressure environment • Ability to conduct research into data, process or software issues as required • Highly self-motivated and directed • Excellent attention to detail • Team-oriented and skilled in working within a collaborative environment Personal Attributes - Exceptional interpersonal skills, with a focus on listening and questioning skills
- Excellent communication skills with customers, the team and management.
- Elevated sense of urgency and criticality of situations.
- Solid relationship management and performance management skills
- Strong customer service orientation
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Good written, oral, and interpersonal communication skills
- Ability to conduct research into data, process or software issues as required
- Ability to present ideas in a business-friendly and user-friendly language
- Highly self-motivated and directed
- Keen attention to detail
- Team-oriented and skilled in working within a collaborative environment
- Must be willing and able to pass a background investigation and drug screening
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Work Conditions |
- Some travel may be required
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
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Source : Tsunami Tsolutions