Customer Support Specialist (Customer Support Management, SME)

Customer Support Specialist (Customer Support Management, SME)

Company:

Boeing Distribution Canada, Ltd

Boeing Distribution (BDI) is looking for a Mid-Career Customer Support Specialist (Customer Support Management, SME) to join our Customer Support Team. In this role, the focus will be on supporting our strategic customers.

As part of BDI, under Supply Chain - Execution, this person would be responsible for leading Customer Support for BDI in the Americas. Primarily supporting the BAGA market consisting of FBO,s MRO's, Corp operators, Regionals, Flight Schools, etc.

  The individual will play a key role in driving efficiencies and continuous improvement through digital transformation and automation. Additionally, they will act as the SME for system-related issues, identifying and addressing challenges to enhance overall team performance. 

As the Team SME for BDI Execution, this role requires daily interaction with company leaders to discuss customer support and experience, as well as engagement with customers and suppliers to resolve issues as they arise. It also involves close collaboration with the BSA team to address system issues and identify effective resolutions. Familiarity with Titan, SAP, IMS, Hybris, and Spotfire is essential.

Our teams are currently hiring for a broad range of experience levels including Associate, and Experienced level Supply Chain Customer Support Specialists.

Position Responsibilities:

• Provide expert guidance, ensure project accuracy and compliance, validate information, and train teams.

• Support daily system usage, collaborate with IT to resolve issues through ticketing and follow-ups, and escalate urgent requests as needed.

• Collaborate with business partners to identify suitable opportunities for our customers, which may include exploring alternative options such as upselling and cross-selling.

• Creates, maintains, and advances customer relationships, develops an understanding of customer culture and business strategies.

• Interacts with customers and internal partners through face to face/ virtual meetings, phone calls, emails, and other media.

• Responsible for customer account health and providing world class customer support.

• Collaborates with customer to determine specific needs and recommend potential solutions and involves internal partners as needed.

• Develops, prepares, and delivers presentations to customers and internal organizations.

• Advises customers regarding status, changes, or improvements of orders and follows up with customers on issues related to their accounts.

• Uses multiple Boeing systems in a fast-paced environment.

• Responds to customer inquiries and provides information regarding Boeing products, services, processes, and operation.

• Responds to customer inquiries and facilitates delivery problem resolution.

• Enters, tracks, monitors, and coordinates customer material, delivery requirements and returns for customer orders.

• Analyzes customer spare parts requirement inquiries, facilitates responses, and resolves delivery problems.

• Monitors and shares key performance metrics with customers and internal partners.

• Interfaces with customers and internal Boeing resources.

This position has been identified as a virtual opportunity and will not require the selected candidate to relocate.

Employer will not sponsor applicants for employment visa status.

Basic Qualifications (Required Skills/Experience):

• 5+ years of experience in the Aerospace industry.

• 5+ years of experience in Supply Chain and/or Supply Chain processes.

• 5+ years of experience developing presentations for and presenting to Executive Leadership.

• 5+ years of experience collaborating across multiple functions and organizations.

• Ability to travel domestically and internationally up to 25% of the time.

• 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):

• 6 or more years' related work experience or an equivalent combination of education and experience.

• SAP knowledge.

• Engineering / Technical experience.

• Account management, customer support experience.

• Inside sales experience.

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.

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Security Clearance:

This position does not require a Security Clearance.

Visa Sponsorship:

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift: