Business Systems Support Manager AirCell
Aircell is the world's leading provider of airborne communications. Until recently, time spent in the cabin of a business jet meant that you were disconnected from the world circling below. That?s all changed. Airborne technology has finally caught up with the rest of the world. Simply put, voice, data and even the entire Internet can be at your disposal during flight?in the cockpit and in the cabin. Now you can use that time to return calls, answer email, download files or simply conduct a little firsthand Internet research.
COME ABOARD A WINNING CUSTOMER SERVICE TEAM!
The Aircell Business Systems Support Manager is primarily responsible to ensure that Aircell?s back-office / business systems are efficient, accurate and scalable so as to fully support the Company?s processes relating to account administration and technical support of Aircell?s equipment and services.
How will you make a difference?
Develop expert knowledge on the processes utilized by Aircell Customer Service and Technical Support (e.g. Account Management - moves/Adds/Changes/Deletes, Service Provisioning/Suspend/Un-Suspend, Aircraft Equipment Exchanges, System and Network Troubleshooting, and Aircraft Equipment Returns, Repairs and Replacements.
Develop working knowledge on the databases, portals and platforms utilized by Aircell Customer Service and Technical Support (e.g. Navision ERP, SalesForce CRM, ServiceCloud Agent Desktop, myAircell Portal, CCDS Billing Platform, Gogo Biz AAA, Iridium SPNet, Inmarsat SP Portal, Ongo Fax Portal, and T-Mobile Terrestrial Modem SP Portal) to ensure that the systems are aligned with the Company?s processes.
Function as the department?s primary liaison to the Business Systems group to ensure that Customer Service and Technical Support (as key internal customers) are provided with a robust back-office infrastructure that is continually improved to provide greater efficiency, accuracy and scalability (e.g. automation) to the CS/TS team and Aircell?s customers.
Provide periodic management of the department?s day-to-day activities to ensure smooth running operations and high customer satisfaction.
Gain an in-depth understanding of the department?s quality goals and performance metrics; how the data is assembled, analyzed, presented and acted upon.
Assist with department activities that relate to its continued conformance to the AS9100 Quality Management System (e.g. documentation, records, CARs, PARs and continual improvement).
Assist in the preparation, review and presentation of various departmental deliverables (e.g. goals, strategic plans, support readiness, gate review checklists, process updates, product support agreements, service level agreements, information analysis/reports and technical material).
Participate in various inter-departmental meetings relating to strategic direction, values/mission, product/service development, quality assurance, program reviews, gate reviews, etc.).
Assist with other special tasks and projects as directed by Aircell management.
Primary business owner for the Company?s Saleforce.com implementation.
Bachelor?s degree or equivalent combination technical training and work experience in the field of Computer Science, Database Management, Business Systems Analysis, Avionics, Aviation Electronics or Electrical Engineering.
7+ years of demonstrated experience in varying roles that involved evaluating, implementing and improving complex back-office business systems, including ERP, CRM, services billing platforms, customer portals, automated workflows and APIs. Roles must have been in either leading a functional department through a business systems transformation or in a business systems analyst function responsible for defining processes and requirements.
5+ years of customer-facing experience in a high-tech environment (e.g. Customer Service, Technical Support, Field Engineering or Sales).
3+ years of experience in the field of aviation, electronics or telecommunications.
Required Skills and Talents
Excellent verbal and written communications.
Excellent problem solving and analytical skills.
Ability to work effectively with teams and individuals that have a diverse set of skills and approaches to their work.
Ability to exercise good judgment and make sound decisions.
Professional appearance, manner and approach to all business dealings.
History of success in working in a high-tech cross-functional team environment.
Advanced level skills using Microsoft Office products (Outlook, Word, Excel, Power Point) and use of the Internet.
Desired Skills and Talents
Experience with Internet Protocol, computer networking, business aviation, or the telecommunications industry would be helpful.
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