Customer Support Technician

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

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.

Qualifications

•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.

How to Apply

Please email resume and application to jill.hargraves@cubcrafters.com

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