Manager, Technical Support Services

Manager, Technical Support Services

 

A leader in aviation is looking for the best to journey with us into the future of navigation!

 

For more than 70 years, Jeppesen, a Boeing subsidiary, has made it possible for pilots and their passengers to safely and efficiently reach their destinations.

 

We are the world’s leading provider of aeronautical data, and are combining our company’s enduring spirit of innovation with a legacy of leadership in aviation to deliver 21st century navigation and optimization solutions. We have now expanded into the Marine and Rail industries, and are rapidly growing on a global scale!

 

At Jeppesen, we believe in a balance between personal growth and professional development.  We hire the best to grow our company’s future. Visit our website to learn more about Jeppesen’s pioneering spirit, and to apply for our open positions.

Essential Functions:

This position Manages Tier 1 technical support operations with in the Jeppesen Technology Services organization.  Ensures the achievement of: service levels, business requirements, customer satisfaction, and department goals.  Serve as point of contact for all Tier 1 Support operations to include: Aviation, Marine and Rail business units.Work with Sr. Management in the creation of technical support imperatives including Vision, Strategy and Execution phases.Establishes, maintains, ensures world class support over Jeppesen products Resource planning for required Support Service activities, operations, and future initiativesInvolved in the creation of internal external SLAs/OLAs and ensures performance thereofConsistent measurement of technical performance and customer satisfactionProcess payroll for Exempt and Non-Exempt employees Job Descriptions and performance standards for all Support Services team membersEscalation point for third parties within the corporate environmentBudget planning ensuring target to variance expectationsOversee Work Force Coordinators and associated process improvementsManage allocated Customer Support Services team members in Global regionsActs as advisor to the DEN Customer Support Services Management and local NI Management in terms of  market requirements and needsKnowledge management and information managementAddressing assigned tickets in a timely *agreed* fashionAccountable for procedures development, implementation and facilitation.Provide team feedback and measures based on individual and team performanceReport goal driven measurements to Jeppesen ManagementProviding input to Product Managers and P&L leaders on the performance of Jeppesen  products in the marketProper communication to other Customer Support Services teamsEnsure support process and procedures are understood and followed by all internal and external departments. Travel to customer sites and industry trade shows providing technical expertise and assistance with technical operation and customer inquiries. 

Education/Experience:

Bachelor’s degree in Aviation, Marine, or Computer Science field or equivalent combination of education and work related experience required.  Masters degree in Business or Information Technology desired.

Knowledge, Skills, & Abilities:Minimum of four (4) years experience supporting computer applications in an operational (mission critical) mode. Minimum of four (4) years customer service experience.Minimum of two (2) years experience managing a technical team.Experience in technical presentations, reporting, and communication highly desired.Marine or Aviation licenses, Marine/Aviation Navigation experience, or other IT certifications preferred.  Microsoft or other computer technical certifications desired. Experience with Microsoft Office, Microsoft Project, Peoplesoft, and Oracle desired.

 

Jeppesen offers a competitive salary, a comprehensive selection of benefit options, including 401(k) with company match. 

 

All job offers are contingent upon successful completion of drug screen and background verification.

 

APPLY NOW***In order to apply for this position, please follow the below link to the Jeppesen website:    http://www.recruitingsite.com/csbsites/jeppesen/careers.asp

 


Jeppesen is an Equal Opportunity Employer.