Head of Customer Support

vor 1 Woche

Berlin, Deutschland TXT e-solutions SPA Vollzeit

PACE Aerospace & IT, as a part of the TXT Group, is an internationally renowned software company that specializes in the development of innovative solutions for the aviation industry. Our customers include many of the world's largest aircraft manufacturers and airlines.

Since its inception in 1995, PACE has been creating and developing software for aircraft product configuration, design and performance, extended reality training, and sustainable aviation. The company is based in Berlin, Germany, and is a trusted partner of aerospace and aviation organizations worldwide.

**Head of Customer Support (M/F/d)**:
PACE is currently looking for a Head of Customer Support (M/F/d). The position is full-time to be carried out in a hybrid working environment based in Berlin, which is a mix of office and mobile office, spending approximately two days per week at our beautiful Westend headquarters.

Job description
Technical management of the support teams in the specific Lines of Business
Definition, monitoring, and analysing of the relevant (KPIs)
Taking responsibility for compliance with agreed service level agreements (SLAs) and KPIs
Creation and evaluation of statistics and reports
Optimization of support processes and their presentation during audits (e.g. EN9100)
Managing the ticket system (HubSpot)
Dispatching the tickets to the specific Lines of Business
Taking care of customer requests that come in via the ticket system or via hotline (9am-6pm)
Helping customers with issues in using our software in English and German
Prioritizing, classifying, and documenting the tickets
Managing to deliver solutions in accordance with the Service Level Agreements
Creating and managing licenses in our CRM Tool
Troubleshooting and supporting the installation of our software and the RLM-license server

Key qualifications
A technical degree or equivalent with focus on aerospace or IT
Business fluency in English and German (written and spoken )
Basic IT knowledge (troubleshooting)
Good knowledge of MS Windows and MS
High degree of customer orientation, an Independent and structured way of working and the ability to manage multiple tasks
A friendly and patient mindset

We offer
An interesting job in the aerospace industry with direct interaction with many leading aerospace companies
Working with very talented and passionate people
International projects with the opportunity to gain deep domain knowledge and expertise
A modern office with top-of-the-line equipment, situated in the historic Westend train station with great transport accessibility
Occasional events, such as lunch barbecues
Employee discounts from top suppliers from different business areas
Flexibility to manage your own hours and work from home whenever you need to

If you find this position interesting, please send us your cover letter, CV, certificates, and references to Ms. Aleksandra Kadirli.

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