Job Description:

Description

Overview

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 including Airbus, Bell, Boeing, Bombardier, Cessna, Daher, Dassault, Embraer, Gulfstream, Hawker, HondaJet, Leonardo, and Pilatus. 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 800 employees in 12 locations around the world.

CONTINUUM Applied Technology, a division of CAMP, is the provider of the CORRIDOR software suite, which is one of the most widely used ERP systems for business aviation aircraft service centers. The CORRIDOR software suite is comprised of a number of modules, designed to enable aircraft service centers to manage almost every aspect of their business.

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 wholly owned by Hearst Business Media.

Job Summary

To maintain customer satisfaction by providing software support; identifying system improvements; upgrading, installing, and configuring systems; onsite, classroom and remote training of end users on the use of the software.

This opening is for a 6-month contract-to-hire position based in our Austin, TX office. Regular hours will be M-F from 3am-12pm with training taking place from 8am-5pm for the first few months of employment.

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 knowledge base.


• 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:

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  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.


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  Technical Skills - shares expertise with others.


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  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.


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  Communication - speaks and writes clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.


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  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.


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  Judgment - displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; makes timely decisions.


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  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.


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  Quality - demonstrates accuracy and thoroughness; looks for ways to improve and promote quality.


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  Adaptability - adapts to changes in the work environment; changes approach or method to best fit the situation.


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  Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan.


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  Initiative - Takes independent actions and calculated risks; Asks for and offers help when needed.


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  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

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.

• 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.


• Ability to work a flexible shift schedule.

Education and/or Experience:

• Bachelor's degree Computer Science or MIS.


• Exposure/experience in preparing and presenting basic software training information.


• Knowledge and/or experience of aviation industry a plus


• Bilingual of an EU language (Spanish, French, Italian or German)a plus.


• Knowledge of and/or experience in accounting processes strongly preferred.


• Project Management Skills are a plus

Language Skills:

Ability to read, analyze and interpret technical procedures. Ability to read, write and understand general business correspondence. Ability to effectively present information and respond to questions via email, telephone or in-person from managers, employees and customers.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Computer Skills:

• Knowledgeable in current networking standards.


• Familiar with system administration


• Fluent with Microsoft Products


• Knowledge of accounting systems a plus (i.e. Quick Books, Great Plains).


• Knowledge of client/server software systems, SQL, Interbase/ Firebird, and Oracle database systems a plus.


• Intermediate to advanced knowledge of Microsoft Office including Outlook.


• Hardware/Software troubleshooting experience in environments servicing local and remote users.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands, fingers, and be able to talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.

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. The noise level in the work environment is usually moderate and that of a typical office environment.

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