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Support Services Market Coordinator 4

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Sales, Service, & Support
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18000941 Requisition #
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Jeppesen: Transforming the way the world moves.

 

 

Summary:

Responsible for the coordination of internal support activity related to a specific industry or market segment (Aviation or Land & Sea), including maintaining internal and external industry relations in the on-going effort to improve Jeppesen products and technical support. Working with key internal stakeholders on support requirements, service levels, operational level agreements, and best practice operations is an essential aspect of the role.

 

 

Essential Duties:

  • Serves as key technical support contact for Jeppesen Support Service’s strategic direction and works closely with Support Management and Business Unit leadership ensuring all targets are met within budget and time constraints.
  • Works on special projects designed to improve the customer experience and usability of Jeppesen products and systems, including: CRM tool development, issue tracking, reporting, presentations, Boeing / Airbus Support POC, Cost recovery, and revenue generation opportunities.
  • Responsible for directing strategic support direction for a given market segment.
  • Establishes key internal knowledge and partnerships with Jeppesen Development, Portfolio Mgmt, Product Management, and Professional Services to ensure all supported applications and systems are compliant with targeted expectations.
  • Applies extensive job process, techniques, standards, principals, theories, and concepts that are considered best practice in the industry.
  • Serves as key customer support contact point (liaison) between Jeppesen Sr. Management, Development, Procurement, Software Test and Support Management.
  • Provides ongoing guidance and information in relation to market trends and changes in process to ensure Jeppesen Support remains cutting edge industry wide.
  • Performs other related duties, including special projects, as assigned.

 

 

Education/Experience:

Degree in a related field of study and typically 10 or more years' related work experience or an equivalent combination of education and experience.

 

 

Knowledge and Skills:

  • Regularly contributes to the development of new job practices, techniques, and standards. Recognized as a job expert within the department/organization.
  • Develops solutions to complex problems that require ingenuity and innovation. Ensures solutions are consistent with organization objectives.
  • Performs work with minimal direction and exercises considerable latitude in determining objectives and approaches to assignment.
  • Effects of decisions are long lasting and heavily influence the future course of the organization. Errors in judgment or failure to achieve results may result in the significant expenditure of company resources.
  • Serves as subject matter expert to management and special external spokesperson for the organization on major matters pertaining to its policies, plans, and objectives.

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