Customer Support Specialist

3 weeks ago

Ontario, Canada The Boeing Company Full time

Job Description

At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

Boeing Distribution Inc. (BDI) is seeking an Experienced Customer Support Specialist to join our Customer Support Team. In this role, the focus will be on supporting our strategic customers. This position is hybrid. This means that the selected candidate will be required to perform some work onsite.

As part of BDI, under Supply Chain - Execution, this person would be responsible for leading Customer Support for BDI in the US and Canada. Primarily supporting the BAGA market consisting of FBO,s MRO's, Corp operators, Regionals, Flight Schools, etc. This person would also been instrumental in driving efficiencies and continues improvement with the push towards digital transformation and automation.

As the Leader for BDI Execution, this person would need to be comfortable interacting on a daily basis with all other leaders within the company addressing topics around customer support and customer experience. As well as, some interaction with customers and suppliers as issues arise.

This person would need familiarization in Titan SAP, IMS, Hybris, and Spotfire.

Position Responsibilities:

  • Responds to high profile customer issues, researches situation and advises on resolution.

  • Leads analysis and reviews of customer maintenance operations, provisioning spare parts requirements, competitors' products and services.

  • Collaborates with customer to determine specific needs and recommend options.

  • Leads and facilitates development of part package proposals, spare parts package and transactional sales.

  • Develops, prepares and delivers presentations.

  • Advises customer regarding status, changes or improvements of orders and follows up.

  • Maintains an understanding of customer's culture and business strategies

  • Develops and maintains relationships and partnerships with customers, stakeholders, peers, partners and direct reports

  • Provides oversight and approval of technical approaches, products and processes

  • Boeing Onboarding – Part of Boeing onboarding – review documents submitted and forward for BEMS, email and badge

  • BDI Onboarding – Build User Access Requests (UARs) for new hires within the BDI system – RSA token request

  • Offboarding – Advise BDI to remove access to our systems

  • Technical issues – Systems, applications

  • Work general and complex issues for resolution for various stakeholders

  • Work closely with Capgemini leads and other Capgemini team members to include strong communication and support.Facilitate needs for success while maintaining strong working relationships

  • Bridge/build relationships between various BDI groups/individuals and Capgemini (team building)

  • Interact with all departments within BDI/Boeing to include Sales Directors, operations, IT, Supply Chain, Credit, Quality, Information Logistics, Onboarding/Offboarding or other departments as necessary

  • Customer issue escalations beyond Capgemini Lead scope

  • Handle internal BDI needs and escalations as they are related to customer service. Examples: Sales Director, operations, supply chain, export control and other BDI groups

  • Work to resolve complex system issues. Could be customer issues or system issues.

This position is hybrid. This means that the selected candidate will be required to perform some work onsite. This is at the hiring team’s discretion and could potentially change in the future.

Employer will not sponsor applicants for employment visa status.

Basic Qualifications (Required Skills/Experience):

  • 5 + years of experience in the Aerospace & Defense Industry and/or the military

  • Proficient knowledge in all Microsoft Office (Excel, Word, PowerPoint) applications.

  • Ability to tailor messages to internal and external customers and across multiple levels of the customer’s organization.

  • Demonstrated leadership, communication, and problem-solving skills.

  • Must be legally able to work in Canada.

  • Individual must not pose a risk for safeguarding of controlled good.

  • Must be eligible to handle US export-controlled data.

Preferred Qualifications (Desired Skills/Experience):

  • Excellent communication skills, both written and verbal.

  • Highly motivated, self-directed individual with strong leadership skills

  • Ability to work in a fast-paced environment.

  • Ability to manage multiple and competing priorities.

Typical Education/ Experience:

Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 10 or more years' related work experience or an equivalent combination of education and experience (e.g. Master+8 years' related work experience, 14 years' related work experience, etc.).

Relocation:

Relocation assistance is not a negotiable benefit for this position. Candidates must live in the immediate area or relocate at their own expense.

Additional Information:

This requisition is for a locally hired position in Canada. The employer is Boeing Canada. Candidates must be legally authorized to work in Canada. Benefits and pay are determined by Canada and are not on Boeing US-based payroll. This is not an expatriate assignment.

Applications for this position will be accepted through June 06th, 2024.

Export Control Requirements: Not an export control position

Equal Opportunity Employer:

We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.

We have teams in more than 65 countries, and each person plays a role in helping us become one of the world’s most innovative, diverse and inclusive companies. We are proud members of the Valuable 500 and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.

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