Innovation is at the heart of everything we do at Meggitt, a worldwide leader in aerospace, defence and selected energy markets. We believe in our vision of 'Enabling the Extraordinary: To Fly, To Power, To Live".
These core values - teamwork, integrity and excellence - are what have allowed us to become the company we are today. With facilities and over 11,000 employees worldwide, Meggitt draws on over 160 years of expertise to enhance the lives of people across the globe

Role Summary

The Customer Support role is responsible for the management of Salesforce case creation, routing and maintenance after customers have requested support for either Technical Publication or Technical Support queries in the admin's assigned region.

Core Responsibilities

• Responsible for customer support Salesforce queries of Meggitt's aerospace civil and military products in the domain of technical publications / data and technical support.
• Manage responses to customer queries when level 1 support is deemed sufficient
• Ensure more complex questions (e.g. level 2 support) are properly captured in Salesforce and routed to a Subject Matter Expert
• The post holder will need work closely with both the technical support and technical publications functions and as well the regional CX teams of MS&S to ensure we meet our customers' expectations and maximize value across the product lifecycle for Meggitt.
• Represent the company as required in its relationships with major aftermarket customers and ensure that contacts are maintained at the appropriate levels throughout the customer base. Acts as the point of contact for all Meggitt technical data technical support related queries from the customer community
• Ensure the key functional areas are receiving appropriate reports to understand query volume, affected products and customer satisfaction.
• Increase knowledge database with actual customer queries to build a reliable source of information, which can be used to streamline the processes
• Ensure case management complies with Meggitt's trade compliance and export control policies.

Skills, Knowledge & Abilities

Education: A Secondary Certificate/High School Diploma or equivalent combination of relevant education and work experience that will allow successful performance of job expectations.
Years Experience: 0-2 years of relevant experience
Skills:

• Strong analytical skills.
• Strong aerospace technical background.
• Professional experience / in a specific area
• Experienced Salesforce user with knowledge of matrix organizational setups.
• Knowledge and experience with continuous improvement techniques.
• Excellent written and verbal communication skills.
• Strong PC skills.

Meggitt are an equal opportunity employer and we are committed to developing an inclusive and diverse working environment. We believe that people from different backgrounds and beliefs define who we are as a business. We strongly believe that building a culture of respect and appreciation, will give everyone the opportunity to recognise their full potential.