Wencor
  • Information Technology
  • Peachtree City, GA, USA
  • Salary
  • Full Time

Medical; Dental; Vision; PTO; 401K


GENERAL SUMMARY

Wencor Group is an industry leader in the engineering, repair, and distribution of aerospace components for business, commercial and military aviation. Wencor distributes aftermarket aircraft parts for more than 3,500 suppliers on six continents, maintains over 150,000 active parts, and serves as the exclusive or preferred distributor for multiple manufacturers in the aviation industry.   

The Application and Customer Support function is new to Wencor, and its charter calls for the group to direct and coordinate all daily interactions with the end users and to focus deeply on the performance, usability, and stability of the company's critical business systems.

Specifically, they have objectives to:  

  • Set the daily cadence for IT's goal of operational excellence
  • Act as the first line of contact for end-user support issues; owns the end-user.
  • Handle the software configuration, administration, support, and vendor relationship for commercial software solutions
  • Create and Deploy end-user Training and Communications
  • Monitor performance and usage of applications
  • Monitor error logs, investigates bugs
  • Manage outsourced On-Call Remote Field Support capabilities 

The Information and Technology Department has an opening for a newly created position: IT Manager Application and Customer Support located at the company's headquarters in Peachtree City, Georgia.

 This person will be a member of the IT Leadership Team reporting directly to the Chief Information Officer, manage a team of Applications Administrators, Help Desk personnel, and Field Technicians to ensure the utmost performance of Wencor's business systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Responsible for all aspects of technology support delivered to the end-user community.
  2. Oversees troubleshooting of business systems and ensures highest level of system availability.
  3. Issues standards for Service Desk employees and Field Technicians.
  4. Monitors Support Desk and Field Technician performance metrics and SLAs; creates and delivers reports and analytics on performance.
  5. Leads Incident Management and Change Management processes.
  6. Manages relationships with service providers, business partners, and contractors.
  7. Develops and administers customer satisfaction surveys.
  8. Provide general oversight to contractors, consultants, offshore, and crowdsourced resources supporting the Application and Customer Support team.
  9. Interviews prospective employees, conducts employee performance evaluations, and aids in career development.
  10. Establish internship program with local universities and colleges.

QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES

  • Experience with Lawson/Infor M3
  • Experience with Salesforce and / or Salelsogix (Infor CRM)
  • Experience with IT Ticketing Systems (e.g. ServiceNow, ZenDesk, etc.)
  • Experience using the principles and practices of project management.
  • Experience in creating analytical reports, key metrics, statistical reports, visualizations, and dashboards (including Executive Level Dashboards).
  • Experience with cloud infrastructure providers (e.g. AWS, Azure).
  • Knowledge of the principles and practices of systems analysis, and design, including software development and documentation.
  • Knowledge of Low-Code Rapid Development platforms (e.g. Appian, OutSystems, QuickBase).
  • Knowledge of desktop's, operating systems, local area networks (LAN), software administration.
  • Skills in the supervision, motivation and direction of technical and non-technical personnel.
  • Ability to establish and maintain effective working relationships with people inside and outside the organization.
  • Ability to communicate clearly and effectively, in general and technical terms.
  • Ability to plan and develop time and cost estimates for projects.
  • Ability to establish and maintain effective working relationships inside and outside the organization.
  • Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization and to provide technical documentation. 

MINIMUM REQUIREMENTS

  • Bachelor's degree in computer science, computer engineering, data science or a related field.
  • Three (3) years of experience assisting business units in a support role
  • Any equivalent combination of education and/or experience may be substituted for the above.

EFFORT

  • Works in an office environment.
  • May sit for extended periods of time.
  • Uses near-visual acuity.
  • Uses keyboard devices and computer monitors.
  • Uses substantial reasoning ability in performing analysis and solving problems.
  • Exchanges information by phone, computer, in writing, and in person.
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