CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a “SaaS plus” model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,300 employees in 13 locations around the world.
CAMP’s relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.
Component Control, a division of CAMP, is the developer of Quantum Control, a fully integrated business solution designed specifically for aviation MRO’s, Distributors and Manufacturing companies. Quantum Control’s comprehensive suite of modules streamlines business processes while optimizing a company’s operational performance.
CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.
Job Summary:
Component Control (a CAMP Systems Company) is in search of a Software Support Technician to maintain customer satisfaction by providing remote software system support; identifying system improvements; upgrading, installing, and configuring systems; onsite, classroom and remote training of end users on the use of the software.
Responsibilities:
- Troubleshoot, diagnose, identify, and resolve software issues by means of research, testing and remote screen sharing.
- Provide Tier I support answering the help desk phone line and email for all incoming service requests; includes the Emergency Support line.
- Provide answers directly to clients by identifying problems, researching answers, and guiding client through corrective steps quickly, clearly, and jargon-free.
- Escalates incidents to Senior Support Engineers and alert manager of priorities and problems.
- Consult customers on the ideal use of the software based on best practice and customer business processes.
- If unable to provide the solution, collect and document necessary information for appropriate specialist to address. Follows through all calls and issues until resolved.
- Create and maintain working documents which includes processes, procedures, FAQs, and known errors, etc.- contributing to a working knowledgebase.
- Adheres to Software Maintenance Agreement timelines and requirements.
- Assists other help desk Technicians as needed.
- Other duties may be assigned.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies: (add/delete as appropriate for specific position)
- Problem Solving – identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations.
- Technical Skills – shares expertise with others.
- Customer Service – manages difficult or emotional customer situations; responds promptly to customer needs; solicits internal and external customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Communication – speaks & writes clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
- Teamwork – balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
- Judgment – displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; makes timely decisions.
- Professionalism – approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration; accepts responsibility for own actions; follows through on commitments.
- Quality – demonstrates accuracy and thoroughness; looks for ways to improve and promote quality.
- Adaptability – adapts to changes in the work environment; changes approach or method to best fit the situation.
- Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative – Takes independent actions and calculated risks; Asks for and offers help when needed.
- Innovation – Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
Requirements:
- Associates degree or equivalent from a two-year college/technical school; and a minimum of two (2) years related experience and/or training; or equivalent combination of education and experience.
- Exposure/experience in preparing and presenting basic software training information.
- Knowledge and/or experience of aviation industry a plus.
- Bilingual a big plus (Spanish preferred).
- Knowledge of and/or experience in accounting processes strongly preferred.
- Able to assume ownership of issues/problems/projects and resolve in a timely manner.
- Ability to operate independently with a high degree of productivity and reliability. Must have the ability to be on-call beyond normal business hours and on weekends. Incumbent will participate in rotational after hours “on call” support on a regular basis.
- Able to assume ownership of issues/problems/projects and resolve in a timely manner.
- Ability to operate independently with a high degree of productivity and reliability.
- Knowledge in current networking standards
- Familiar with system administration
- Fluent with Microsoft Server 2003 and Windows XP/Vista
- Knowledge of accounting systems a plus (QuickBooks, Great Plains etc.)
- Knowledge of client/server software systems, SQL, Interbase/Firebird, and Oracle database systems a plus!
- Intermediate to advanced knowledge of Microsoft Office suite
- Hardware/software troubleshooting experience in environments servicing local and remote users
- Experience with Quantum Control is a plus
Compensation Range: $26.44 – $28.85 USD per hour (DOE)
Equal Employment Opportunity
CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
CAMP is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status EOE