The Senior Customer Support Representative is a key leader and subject matter expert responsible for managing strategic accounts and acting as a primary escalation point and mentor for the customer support team
Job Summary
The Senior Customer Support Representative is a key leader and subject matter expert responsible for managing strategic accounts and acting as a primary escalation point and mentor for the customer support team.
Responsibilities include managing repair & overhaul orders, rental & exchange orders, option sales, spares part orders, and warranty claims, while also leading continuous improvement projects and AOG response.
This role requires a proactive approach to overseeing customer portfolios, resolving complex issues, and ensuring on-time deliveries through collaboration and process improvement.
Matching Summary
The Senior Customer Support Representative is a key leader and subject matter expert responsible for managing strategic accounts and acting as a primary escalation point and mentor for the customer support team.
Skills & Requirements
Must-have
Strategic account management
Customer escalation resolution
Repair & Overhaul services
Spare parts sales cycle
Warranty claims analysis
AOG response coordination
Nice-to-have
Continuous improvement leadership
Cross-functional collaboration
Up-sell and cross-sell identification
Proactive customer communication
Key Requirements
3-5 years of customer support/account management experience
University Degree or College Diploma in Business Administration or related field (or equivalent experience)
Experience using an ERP/MRP system (SAP) an asset
CRM (Salesforce) experience an asset
Interest and/or experience working in the Aviation industry is preferred