Customer Support NOC CS1/CS2

2 weeks ago

Franklin, United States Aton Full time


Customer Support NOC CS1/CS2

Location:


Franklin, Tennessee, United States

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

As part of Detection and Measurement's Aids to Navigation, Flash Technology is a leading provider of aviation obstruction lighting and monitoring solutions, including specialized LED and xenon obstruction lighting. Serving the telecommunications, broadcast, wind energy, airport, and utilities markets, we help monitor critical infrastructure and help people traverse the world safely by air.

The Customer Support Representative works in the National Operations Center (NOC) and reports to the NOC Manager. The NOC is staffed 24 hours a day, 7 days a week, 365 days a year. Shifts vary from day, evening, night, and weekend. The NOC provides call center services, site management, and critical equipment performance monitoring.

Customer support representatives will be required to answer phone calls pertaining to site access, lighting inspections, compliance issues, and new installs/upgrades. They will also be required to diagnose issues at the site via the alert system and create or close tickets according to that diagnosis. The NOC's highest priority is preventing and addressing FAA Compliance issues on behalf of their customers, thus the overall goal is to "keep the skies safe for aircraft and their passengers."

Responsibilities & Duties:

  • Answer inbound calls via Avaya and Chronicall systems
    • Log technicians into a site and provide proper ticket documentation
    • Facilitate and document lighting inspections with field technician
    • Assist field techs with new lighting/monitoring installations or upgrades
    • Issue NOTAMs (Notice to Air Missions) to the Flight Service Station
    • Interact with other NOCs
    • Configure / monitor sites in SQL Eagle, AM2010, and ADP
    • Provide after-hours answering services and product registration for Weil-McLain
    • Various other customer support activities
  • Process alerts remotely via the monitoring alert system
    • Analyze issues and create or close tickets according to procedure
    • Set reminders when needed for follow up
  • Assist tower lighting customers in maintaining tower compliance consistent with federal regulations
    • Maintain working knowledge of FAA & FCC regulatory guidelines

  • Customer issue resolution and/or escalation
  • Determine when technician should be transferred to Tech Support or other department
  • Adhere to Flash Safety policy
  • Know Flash Quality policy and individual responsibility
  • Other duties as required

Knowledge, Skills, & Abilities:

  • Excellent typing and transcribing capability
  • Customer support
  • Database management
  • Capability to understand electronics and troubleshooting concepts
  • Very detail oriented and organized
  • Expert level of verbal and written communication skills
  • Maintains even temperament under pressure
  • Demonstrates patience and empathy
  • Works independently but committed to the team's success
  • Conscientious, including an ability and willingness to follow through to completion
  • Respectful, treating customers and co-workers with respect
  • Possesses a positive attitude towards customers and co-workers, demonstrating flexibility and approachability
  • Professionalism, presenting oneself in a way that is courteous, helpful and controlled
  • Experience with the following systems: Microsoft Office (Word, Excel, Teams), SharePoint, SAP, Optima, Siterra, Putty programming utility

Education & Experience:

Required Education / Experience

* High School graduate

* 2-3 Years of work experience

* Basic knowledge of Electronics

Preferred Education / Experience

* Associates degree in technical field

* Previous call center/customer support experience

* Technical background

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

  • Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
  • Competitive health insurance plans and 401(k) match, with benefits starting day one
  • Competitive and performance-based compensation packages and bonus plans
  • Educational assistance, leadership development programs, and recognition programs

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.

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