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Service Manager 3 (Software Support Engineer)

Technology Services & Operations
18000976 Requisition #
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Jeppesen: Transforming the way the world moves.




Responsible for assisting 1 - 2 customers with the daily management and maintenance of the product, including support, provision of knowledge injections, problem solving, and upgrading to new releases. Ensures that Jeppesen provides service and support as stipulated in service level agreements. Acts as an internal customer on behalf of the clients, works closely with other departments to raise awareness of technical and operational issues regarded as important by the client.



Essential Duties:

  • Analyzes and processes defects and provides interim solutions according to Service Level Agreements.
  • Answers questions about the usage of functionalities in the system, including propriety programming languages and other development tools.
  • Provides and presents a business case to the customer highlighting the business benefits of the software to the client’s particular operations.
  • Delivers software patches and new major releases. Assists customers with the deployment of these patches and releases.
  • Ensures the rest of the Jeppesen organization acts upon customer ideas, thoughts, opinions and issues.
  • Organizes and participates in the three stages of the installation quality process, preparation, on-site visit and report writing. Installation quality is a “system health check” looking at the physical condition, usage and maintenance of the product at a customer. The purpose is to maximize the business value of the product and thereby defend the business model.
  • Discusses possible system enhancements with product management based on discussions with clients and knowledge of multiple client systems.
  • Implements complex change requests.




Technical degree in a related field of study and typically 5 or more years' related work experience or an equivalent combination of education and experience.



Knowledge and Skills:

  • Strong analytical skills

  • Good communication skills

  • Prior experience from customer relations or support is an advantage

  • A good technical foundation, eg a BSc or MSc degree in a related area.

  • Experience of at least one programming language. Python knowledge would be advantageous. However, you do not need to be a developer.

  • Knowledge about any of the following would be an advantage: Unix/Linux, optimization, infrastructure, network administration, databases.

  • You have worked 2-5 years in a similar or developer role and have a particular interest in technical problem solving

Please note that applications will be processed continuously and interviews may take place throughout the period. We look forward to receive your application!

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