Customer Support Technician

Position Summary

POSITION SUMMARY:
The Customer Support Tech (CST) is responsible for providing front-line tech and parts support to Cub Crafters customers. The position is extremely dynamic requiring an energetic individual who is naturally customer focused. A typical work day will involve researching and selling parts, providing tech support to customers and/or their mechanics, and assisting the Customer Support Group in providing other customer-facing services as needed. In addition to having the required technical acumen, a qualified candidate will be a “people person”. While the CST performs sales and tech functions, the underlying goal is to ensure a great ownership experience for our customers. This may take many forms and demands great flexibility. The ideal candidate will possess an A&P certificate and/or pertinent aviation maintenance experience as well as a background in sales and/or support. As a member of the Customer Support Group, the CST will be expected to function as a fully contributing member of a small and tightly integrated team; this cannot be overstated. This is a team environment and compatibility of personality and work ethic are critical.

Responsibilities

RESPONSIBILITIES:

• Tech Support
o Disposition requests for technical support via phone, email, etc.
o Learn how to research and read Cub Crafters technical documents.

• Parts Sales
o Learn and utilize Epicor ERP system.
o Research parts for customers upon request.
o Upsell parts and accessories to customers.
o Process customer parts sales orders.
o Interface with Material Control to coordinate sales order shipments.
o Maintain proper communication with customers through purchasing/shipping process.
o Process RMA returns and customer credits.

• Other Duties
o Guide customers on tours of factory facilities.
o Act as backup concierge for Builder Assist program.
o Perform light maintenance to Cub Crafters demo aircraft on an as needed basis.

Success Indicators

• Must have strong basic computer skills, including Windows, file management, MS Office, e-mail, and digital photo
management. Should be able to learn new software quickly.
• Must have strong internet skills and understand the basics of e-commerce.
• Sales skills – Must be able to relate easily to customers to fulfill needs and drive additional sales.
• Communication skills – Must have the ability to draft various types of written correspondence and use proper phone
etiquette.
• Organization skills – Must be highly organized, able to prioritize and stay focused on tasks. Must possess a high
degree of self-discipline and the ability to complete duties fully with minimal supervision. Must strive constantly for
ever-increasing ways to improve both personal productivity and department systems as the company grows.
• General aviation experience considered a plus; candidates with other aviation experience encouraged to apply.
• Pilot credentials considered a plus.

Compensation

An industry-competitive package is being offered for top-notch individuals.

Week of vacation after 1 year of employment. This accumulates at 1.54 hours per pay period. Hours cannot be used until
after your 1 year anniversary.

2 Weeks of vacation after 2 years of employment. This accumulates at 3.08 hours per pay period. Hours can be used
any time after it has been earned.

1 hour of sick leave for every 40 hours worked. Employees are entitled to use accrued paid sick leave beginning on the
90th calendar day after the start of their employment. Cub Crafters policy is more generous than what Washington State
requires.

6 Paid Holidays. New Year’s Day-Memorial Day-Fourth of July-Labor Day-Thanksgiving Day-Christmas Day.

401K- Company contribution of up to 4% of the employee contribution. Contributions may start the first of the month,
following six months of continuous employment. Contributions are fully vested.

Company Paid Health Insurance for the employee.

Dental, Vision, LTD and Group Life Insurance is available to the employee at employees cost.

Access to Cub Crafters aircraft rental at a reduced rate.