Team Lead

1 month ago

Wichita Falls, Texas, United States CORRIDOR Aviation Service Software Continuum Applied Technology Full time

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.

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. Located in Wichita, KS, the aviation capitol of the world, CAMP offers the opportunity to be a part of this thriving industry providing stability and a rich 50+ year history.

Job Summary

The Operations Team Lead reports to the Operations Manager and is responsible for leading a team of Analysts that provide maintenance management support and service to CAMP's Maintenance Tracking customers.

The Team Lead is responsible for ensuring that the customer experience, both service and relationship, delivered by his or her team meets and/or exceeds customer expectations and business established service levels as well as support Department Manager efforts to operationalize strategic projects.

The Team lead will be responsible but not limited to functionally supervising the team of analyst as well as assuming responsibilities of an analyst for a select set of customers.

Responsibilities

  • Functionally lead a team of analysts by managing end-to-end operational processes and by being a model of accountability and responsibility
  • Support management in improving customer experience by collaborating with internal stakeholders, testing ideas, and measuring results.
  • Support management in various operational and strategic projects/ activities that will drive innovation, efficiencies, operational scale, and process enhancements across the business.
  • Support management in implementing strategies to meet team and organizational goals, focusing on efficiency, productivity, quality for operational excellence and improved customer experience.
  • Empower and influence team members by acting as a role model to effectively manage relationships with CAMP customers with emphasis on Tier 1 customers.
  • Communicate and coordinate customer issues/ complaints with respective internal/external stakeholders for quick resolution
  • Support management in improving communication as well as consolidate & communicate best practices within the team and other CAMP locations.
  • Responsible for on boarding and training new team members as well as identifying the gaps & opportunities to further develop the team.
  • Act as an ambassador for change management, support dept. manager to create feedback culture within the team

In addition to the functions defined above, the Team Lead will also perform Maintenance Analyst responsibilities for a select set of customers, as defined below:

  • Act as the dedicated point-of-contact for assigned customers; manage customer requests and issues - answering questions, handling objections, providing advice, and keeping customers engaged in the service
  • Understand supported customer flight operations and maintenance requirements to provide effective solutions and tracking issues to successful resolution
  • Monitor, maintain and report on established customer metrics and service levels; review and audit monthly customer service level reports; review and analyze data, taking necessary action(s) to ensure customer service levels are satisfied
  • Utilize and improve upon established standards, processes, procedures, and documentation to support quality and service goals
  • Monitor overall customer support performance and satisfaction; propose and implement action plans with team lead & relevant stakeholders to improve and/or sustain performance
  • Serve as support for various projects and/or activities that will drive efficiencies, operational scale, and technology/process enhancements
  • Other team lead / analyst duties as assigned/needed.

Requirements

  • Bachelor's degree (preferred) and/or 5+ years of relevant experience; preferably in the aviation industry
  • Proven success in managed services; aviation and aircraft management industry experience are preferred
  • Customer centric - relentlessly supporting the customer experience
  • Strong written and verbal communication skills
  • Problem solving - strong analytical and numerical skills, ability to translate complex problems / data into simple insights and communicate them effectively
  • Strong attention to detail, organizational and multi-tasking skills are a must
  • An exceptional listener who hears the details of customer feedback; proven ability to listen, extrapolate information and analyze to effectively provide solutions to the customer
  • Set and continually manage project expectations with team members and other stakeholders
  • Proficient in Microsoft office tools
  • Ability to travel, as required
  • Ability to work flexible hours as needed

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

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.

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