Description : About Us :

About Us :

Middle River Aerostructure Systems is a world-leading manufacturer of thrust reversers (the braking system on a jet engine), engine nacelle components and specialized aerostructures.

It supplies and supports these products for engine makers, airplane manufacturers and aircraft operators. Located on Maryland's Chesapeake Bay near Baltimore, MRAS has a 1.

7-million sq. ft. facility situated on 180 acres where the company and its predecessors have designed, built and equipped civil and military aircraft for over 90 years.

In 2019, MRAS was acquired by ST Engineering North America, the U.S. affiliate of Singapore-based ST Engineering becoming a part of its global network of aerospace facilities and offices.

With the ownership change, the company was renamed Middle River Aerostructure Systems.

Responsibilities :

  • 12 / 7 / 365 Operational Support provided by Contact Center Tier 1 support via ticketing, email and to internal and external aerospace customers in a timely manner.
  • Provides aircraft on ground (AOG) coverage.
  • Process customer requests for assignment to applicable subject matter experts.
  • Coordinate with Production Control for AOG parts orders.
  • Monitor lines and direct customer inquiries to the appropriate teams / departments.
  • Manage, maintain, and prioritize help desk cases effectively to assign second level issues to the proper support team member and departments when appropriate.

This may include technical or logistics requests.

  • Complete various assignments centered around billing, system maintenance and account auditing.
  • Document, track and monitor technical issues to ensure timely resolution.
  • Provide timely follow-up to client issues to ensure contractual timeframes and guidelines are met.
  • Use appropriate business systems to track and resolve customer issues.
  • Communicates in a professional demeanor during all customer interactions to ensure high customer satisfaction standards are achieved.
  • Maintains current knowledge of relevant technology as assigned.
  • Maintain working knowledge of company products, services, rates and processes
  • Experience dealing a technical customer base.
  • Escalates unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriate.
  • Perform add / modify / delete of user profiles and accounts. This should only be handled at a higher level.
  • Build strong customer relationships through regular client communication.

Requirements :

  • 5 or more years of contact center or help desk experience in a technical / help desk environment.
  • Ability to work independently.
  • Excellent PC skills, experience using MS Office, MS Outlook and Excel
  • Must be able to work on weekends and 2nd shift as needed.

Preferred Qualifications :

Experience in Aerospace / Airline operations.

Acceptable candidates must provide one of the following certifications :

  • 2-yr technical / associate degree
  • Preference given for mechanical / aerospace related study.

MRAS is an equal opportunity employer and service provider and does not discriminate on the basis of race, age, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class.

We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value.

PM19

PI222147469

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Middle River Aerostructure Systems Baltimore, MD
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Description : About Us :

About Us :

Middle River Aerostructure Systems is a world-leading manufacturer of thrust reversers (the braking system on a jet engine), engine nacelle components and specialized aerostructures.

It supplies and supports these products for engine makers, airplane manufacturers and aircraft operators. Located on Maryland's Chesapeake Bay near Baltimore, MRAS has a 1.

7-million sq. ft. facility situated on 180 acres where the company and its predecessors have designed, built and equipped civil and military aircraft for over 90 years.

In 2019, MRAS was acquired by ST Engineering North America, the U.S. affiliate of Singapore-based ST Engineering becoming a part of its global network of aerospace facilities and offices.

With the ownership change, the company was renamed Middle River Aerostructure Systems.

Responsibilities :

  • 12 / 7 / 365 Operational Support provided by Contact Center Tier 1 support via ticketing, email and to internal and external aerospace customers in a timely manner.
  • Provides aircraft on ground (AOG) coverage.
  • Process customer requests for assignment to applicable subject matter experts.
  • Coordinate with Production Control for AOG parts orders.
  • Monitor lines and direct customer inquiries to the appropriate teams / departments.
  • Manage, maintain, and prioritize help desk cases effectively to assign second level issues to the proper support team member and departments when appropriate.

This may include technical or logistics requests.

  • Complete various assignments centered around billing, system maintenance and account auditing.
  • Document, track and monitor technical issues to ensure timely resolution.
  • Provide timely follow-up to client issues to ensure contractual timeframes and guidelines are met.
  • Use appropriate business systems to track and resolve customer issues.
  • Communicates in a professional demeanor during all customer interactions to ensure high customer satisfaction standards are achieved.
  • Maintains current knowledge of relevant technology as assigned.
  • Maintain working knowledge of company products, services, rates and processes
  • Experience dealing a technical customer base.
  • Escalates unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriate.
  • Perform add / modify / delete of user profiles and accounts. This should only be handled at a higher level.
  • Build strong customer relationships through regular client communication.

Requirements :

  • 5 or more years of contact center or help desk experience in a technical / help desk environment.
  • Ability to work independently.
  • Excellent PC skills, experience using MS Office, MS Outlook and Excel
  • Must be able to work on weekends and 2nd shift as needed.

Preferred Qualifications :

Experience in Aerospace / Airline operations.

Acceptable candidates must provide one of the following certifications :

  • 2-yr technical / associate degree
  • Preference given for mechanical / aerospace related study.

MRAS is an equal opportunity employer and service provider and does not discriminate on the basis of race, age, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class.

We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value.

PM19

PI222147469

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Manage, maintain and prioritize help desk queues effectively to assign second level issues to the proper support team member and departments when appropriate.

This may include technical or logistics requests.

Provide timely follow-up to client issues to ensure contractual timeframes and guidelines are met.

Use appropriate business systems to track and resolve customer issues

Communicates in a professional demeanor during all customer interactions to ensure high customer satisfaction standards are achieved.

Escalates unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriate.

Maintain working knowledge of company products, services, rates and processes.

Build strong customer relationships through regular client communication.

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Top Skills Details :

Customer service,Call center,Email,Data entry

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About Aston Carter :

Please Note : Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, were dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions from recruiting, sales and delivery to corporate roles.

As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America.

Spanning four continents and more than 200 offices, we extend our clients capabilities by seeking solvers and delivering solutions to address todays workforce challenges.

For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

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If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.

com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting.

The Recruiter is the sole point of contact for questions about this position.

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