Overview:

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a "SaaS plus" model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,300 employees in 13 locations around the world.

CAMP's relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

Component Control, a division of CAMP, is the developer of Quantum Control, a fully integrated business solution designed specifically for aviation MRO's, Distributors and Manufacturing companies. Quantum Control's comprehensive suite of modules streamlines business processes while optimizing a company's operational performance.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.

Job Summary:

Are you passionate about helping clients solve complex challenges, able to empathize with customer needs and can support them through critical business transformations? The Support department is the hub of Component Control's customer facing organization, to ensure our customers receive excellent ROI (Return on Investment) when they choose us as their software provider. The successful candidate must be highly skilled in running a Customer/Technical Support Department as a senior manager.

Having full understanding of SLA's, contracts and KPI as well as being a customer focused, multi-tasking individual with a proven track record within ticketing systems (at the administration level, Zendesk preferred). In addition, a successful candidate proposes new and creative ideas, possesses highly effective communication skills, and enjoys building constructive and effective relationships.

Responsibilities:

• Manage the day-to-day operations for a 15-person support team (tickets, workload, escalations etc.)
• Hands on approach to content and subject matter.
• Learning to quickly ramp-up to being a Component Control/Quantum Control product SME.
• Provide professional support for inbound requests via phone, web-portal, and email.
• Provide guidance to Customer Support Representatives and advice to apply advanced troubleshooting.
• Working special projects assigned to you.
• Raising issues to leadership to ensure pro-active problem resolution.
• Monitoring trends and ways to reduce/improve ticket creation volumes.
• Effectively communicate status and resolution updates to customer.
• Work with all related departments (Support tiers, Quality, Development, Implementation/Professional-Services, Company leadership, DevOps, and Data-Center teams) etc.
• Apply advanced troubleshooting skills to diagnose, prioritize and resolve escalated internal or customer facing issues.
• Work to understand the Aviation industry (business acumen)
• Monitor, document, and manage support trends and give/implement solutions to improve the CX (Customer Experience)

Requirements:

• Bachelor's degree required. Technical bachelor's degree (Computer Science etc.) preferred.
• A minimum of 5 years of customer/software support department management/supervisory experience.
• Experience in SaaS software or ERP software support/deployment a plus.
• Excellent written, verbal, and analytical skills.
• Ability to own a problem and to see (and report on) next steps.
• Top-notch planning & organization skills with a high attention to detail.
• Self-motivated, fast learner with the ability to operate independently.
• Have the ability to multi-task and are comfortable working in a dynamic, fast-changing, entrepreneurial environment.
• Have a strong ability and interest in listening to and working with customers to become their advocate.
• You have the ability to work collaboratively and effectively with internal teams and customers alike.
• You are highly motivated with a strong work ethic and must possess personal qualities of integrity and dedication to the company's mission.
• You are a self-starter.
• Database experience (SQL or Oracle preferred)
• Experience with JIRA and Confluence.
• You have a high proficiency with all Microsoft Office products.
• You are comfortable with SLAs, Knowledge Base (self-help) and all aspects of support department KPIs.
• Experience (at the administrator level) of ticket management systems (Zendesk preferred).
• Experience giving employee feedback, interviewing candidates and writing annual reviews.

Salary Range: $110,000k - $140,000k (DOE - Depending on experience)

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact .

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status EOE