The Senior Customer Support Representative is a key leader and subject matter expert dedicated to after-sales services, managing strategic accounts and acting as a primary escalation point and mentor
Job Summary
The Senior Customer Support Representative is a key leader and subject matter expert dedicated to after-sales services, managing strategic accounts and acting as a primary escalation point and mentor.
Responsibilities include managing repair & overhaul orders, rental & exchange orders, option sales, spares part orders, and warranty claims, with a focus on ensuring on-time deliveries and resolving bottlenecks.
This role involves leading the response to critical AOG situations, coordinating cross-functional teams for rapid recovery plans, and owning the customer complaint and escalation process from initiation to resolution.
Matching Summary
The Senior Customer Support Representative is a key leader and subject matter expert dedicated to after-sales services, managing strategic accounts and acting as a primary escalation point and mentor.
Skills & Requirements
Must-have
Strategic account management
Customer escalation point
Repair & Overhaul quoting
Spares part order management
Warranty claims analysis
AOG/on-call rotation
Nice-to-have
Proactive process improvement
Cross-functional collaboration
Business growth identification
Data-driven insights presentation
Key Requirements
3-5 years 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 in Aviation industry preferred