Under the direction of the Manager, Customer Service Programs, the Programs Administrator will be responsible for level two operational and technical support of Dassault Programs, including electronic documentation products. The Programs Administrator will document issues and findings in clear, accurate, and concise terms, as well as identifying and documenting enhancement requests for new products and services. Prepares/presents customer presentations and demos new products at seminars and trade shows. Responsible for the administration of Customer Service support programs.

PRINCIPAL DUTIES/RESPONSIBILITIES (ESSENTIAL FUNCTIONS):

• Analysis and Solution Definition
• Receives and acknowledges work requests coming from the field. These issues can come from the Command Center, Field Service personnel, Spares, or other areas of the organization.
• Quickly understands the hardware, software, network, firewall, and data connected to the issue
• Identifies, communicates, and/or implements step-by-step solutions in a user-friendly, professional manner
• Recognize and escalates difficult technical/business issues
• Work with support and/or product development teams to troubleshoot and workaround product issues
• Creates Knowledge Based Articles/Technical Notes/Frequently Asked Questions (FAQs)
• Prioritizes both time and projects, working independently
• Identifies the organizations strengths and weaknesses and suggests areas of improvement
• Listens, comprehends, and communicates in a timely manner
• Technical Recommendation and Testing
• Leads testing efforts for new systems and improvements
• Ensures issues are identified, tracked, reported on and resolved in a timely manner
• Works with Customer Service personnel to identify enhancement requests and works with product management/product spaneting to understand requested product enhancements
• Communicates needed changes to development team
• Communication and Internal Operations
• Communicates effectively while identifying needs and evaluates alternative business solutions with management
• Manages organizations expectations effectively
• Responsible for creating and assists in publishing end-user frequently asked questions (FAQs)
• Escalates unresolved issues to the next level of support when appropriate
  Assists in the development of training documentation for internal staff and external system users
• Trains and mentors existing and new employees about basic and specialized applications
• Suggests areas for improvement in internal processes along with viable solutions
• Leads internal teams/task forces

Customer Support on Customer Service Programs

• Prepare/present customer presentations and Demo new products at seminars and trade shows.
• Actively participate in technical discussions relating to CS Programs
• Internal and external customer training on CS Programs
• Troubleshooting, installation, and configuration provided to support CS Programs
• Prepare/distribute e-mail subscription renewal packages to all subscribers for Revision Services
• Review and provide suggested changes to customer publications relating to CS Programs
• Local Server Administrator for Field 6 installations and collection updates to support Teterboro Customer Service

NON-PRINCIPAL DUTIES/RESPONSIBILITIES (NON-ESSENTIAL FUNCTIONS):

• Produce monthly reports and analytics related to product support and spaneting efforts
  Other duties may be assigned by management in order to meet department or business objectives on an as-required basis.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

• Office environment
• Use of personal computer required
• Some travel may be required

MINIMUM REQUIRED QUALIFICATIONS:

• Four Year College Degree in Business Administration or Management Information Systems with five years of high-level technical support in Windows or WEB environment
• 5+ years of technical experience with computer software, including the installation and configuration of windows programs and applications
• Highly self-motivated and independent
• Excellent troubleshooting skills
• Well-organized with the ability to multi-task and work with minimal supervision
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers in a professional manner

ADDITIONAL DESIRED QUALIFICATIONS:

• FAA Airframe and Power plant Certificate (A&P)
• 5 Years experience with maintenance and troubleshooting on Falcon Jet Aircraft
• Advanced computer skills especially Microsoft Office products
• Experience in public speaking

Compensation and Benefits

The compensation for this position typically falls between $‎72,000 and $85,000 per year. This position is not eligible for overtime. Note, the final compensation offered to a successful candidate will depend on several factors that may include but are not limited to the type and years of relevant experience, Falcon-specific experience, relevant education/certifications, geographic location, and shift.

Our total compensation package also offers comprehensive healthcare coverage (Medical/Prescription, Dental, Vision), HSA and FSA options, 401k Plan with Company Match, Life Insurance, Disability Benefits, Supplemental Insurance, Group Legal, Paid Time Off, Tuition Reimbursement, Employee Discounts and much more.

We are committed to finding the best, brightest and most dedicated individuals in the aviation industry. Our employees are the key to our success. Soar with us.

Dassault Falcon Jet will not be utilizing agencies to staff this position. Please do not forward resumes to Dassault Falcon Jet, Recruiters, Human Resources Business Partners, Hiring Managers and/or employees at any of our locations regarding this position. Please be reminded, Dassault Falcon Jet not responsible for any fees related to unsolicited resumes. All unsolicited resumes will become the property of Dassault Falcon Jet. If during the search, Dassault Falcon Jet determines the need to engage agencies, there must be an executed agreement in place and a member of our Human Resources or Talent Acquisition staff will formally engage you in this search.