Technical Support Representative

Summary: The Technical Support Representative will be responsible for being the first line of Technical Support and communication with ACE’s high-level customers via phone, email and in person. This position provides Technical Support to customers, both OEMs and end-users, and is responsible for helping to troubleshoot customer technical issues to completion. In some instances, these issues will require internal collaboration with Engineering, Production, or Quality, and this position is expected to drive these more elaborate issues to completion and be the ambassador of the customer to all internal departments. This position is expected to lead or assist in determining root cause of all customer technical issues, and in the event that changes to product or process is needed internally, the Technical Support Representative position is required to request and champion such projects with internal teams as necessary to continue to deliver superior production line material to all customers. This role is expected to provide on-site training support to customers for newly designed and improved systems (active passport required).

Essential Duties and Responsibilities include the following: others may be assigned:

• Managing and growing customer relationships, providing Technical Support for customer inquiries, answering customer questions or concerns

• Maintaining internal database for in-service feedback

• Interfacing with internal customers (including, but not limited to, quality, engineering, and production) to request and champion solutions for customer concerns

• Track and note trends with customer technical issues and drive improvements when necessary

• Is a product expert and understand each customer's needs to provide proactive real time, effective solutions and deliver exceptional customer Technical Support.

• Respond to and resolves issues and/or unique or complex requests from customers.

• Develop and mature strong long-term customer relationships.

• Troubleshoot customer service issues and address internally to completion.

• Provide coverage for team members as needed.

• Interpret engineering drawings and identify parts and technical requirements using advanced knowledge of product line and drawings.

• Serve as liaison for engineering and/or quality support. Collaborate with internal and external engineering and quality teams to provide solutions to technical issues.

• Conduct research to offer solutions to technical and installation issues.

• Professionally represent company when attending trade shows/expos and on-site training.

• Participate in and lead special projects as required.

• Enter and maintain customer records for in-service technical feedback.

• Develop processes to streamline workflow and to enhance customer experience and satisfaction.

• Develop constructive working relationships with all internal stakeholders.

• Follow up on all activities and processes until successfully completed.

• Ensure departmental adherence to Signia values, drive accountability within the department, and support leadership team in reaching company goals.

• Provide a premium level of Technical Support to all our customers.

Qualifications: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Competencies:

· Excellent customer service skills for internal and external customers.

· Technical troubleshooting for ECS/HVAC systems with regards to installation and system performance.

· De-escalation for concerned and agitated customers.

· Technical data analysis for reported failures and issues.

· High level attention to detail and accuracy.

· Advanced organizational skills including documentation and record keeping abilities.

· Capable of analyzing and reporting information.

· Exceptional Computer Skills and Microsoft Excel Experience.

· Ability to prioritize and handle multiple deadlines under pressure.

· High level of integrity and the ability to thrive in a fast paced, high volume, and team environment.

· Able to travel domestically/internationally (active passport required) up to 25%.

· Excellent written and verbal communication skills, analytical skills, interpersonal skills.

Education and/or Experience: High school diploma or general education degree (GED). Experience in aviation, HVAC and/or ECS, manufacturing, quality, or related industry. A&P, HVAC certification, or BS/BA degree is preferred. 3+ years of related customer Technical Support preferred.

Job Knowledge, Skills and Abilities:

Reading: The ability to read, and interpret English documents such as safety rules, operating and maintenance instructions, procedure manuals and reports, drawings and schematics

Writing: The ability to write and/or type all types of correspondence or reports.

Mathematics: Basic knowledge of accounting principles with the ability to analyze figures and basic mathematical skills

Customer Service: Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.

Reading Comprehension: Understanding written sentences and paragraphs in work related documents.

Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Social Perceptiveness: Being aware of others’ reactions and understanding why they react as they do.

Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions

Oral Expression: The ability to communicate information and ideas in speaking so others will understand

Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken work and sentences

Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense

Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (including finding a relationship among seemingly unrelated events)

Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. Information Ordering: The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., pattern of numbers, letters, words, pictures, mathematical operations).

Attention to Detail: The ability to be precise and thorough in completing work task

Physical Demands: Ability to pick up and carry equipment up to 35lbs. Ability to access record manuals and office equipment. Ability to work over desk for projects and communication with other personnel. Ability to go up and down steps on multiple floors. Ability to grasp and carry manuals, folders, and other office equipment.

Employee may be subject to random drug and alcohol testing under FAA regulations.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exposed to a combination of normal climate-controlled office type environments and shop environments. Job tasks are performed in close physical proximity to other people. Exposed to any number of elements, but none presents to the extent of being disagreeable.

"This job description should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant unless it would present an undue hardship for the employer