Customer Support Specialist

2 weeks ago

Greater Reading Area, United Kingdom Mercury Systems Full time
Job Description

Job Title: Customer Support Specialist

Job Summary:

We are seeking a highly skilled Customer Support Specialist to join our team at Mercury Systems. As a key member of our Quality team, you will be responsible for providing technical support to our customers and internal teams, resolving complex technical issues, and ensuring the highest level of quality in our products.

Key Responsibilities:

  • Technical Support: Provide expert technical support to customers and internal teams, resolving complex technical issues and ensuring timely resolution.
  • Component Engineering: Lead technical analysis to support customers and solve technical issues, manage component engineering scope, and ensure compliance with regulatory requirements.
  • In-Service Support: Drive and manage RMA's with Quality teams, establish support documents, and provide key technical expertise on legacy products.
  • Root Cause Analysis: Carry out inspection and troubleshooting of defective products, synchronize root cause analysis activities with methods or engineering, and provide feedback to Engineering for Lessons learnt process.
  • KPI Responsibility: Monitor and report on customer claims, customer audit score, RMA's, and quote profitability.

Requirements:

  • Education: University degree in science or engineering (BA/BS) or higher.
  • Experience: At least 2 years' experience in electronics manufacturing or repair, preferably in the Aviation, Space, and Defense (ASD) industry.
  • Skills: English spoken and written, EASA Part 145 Certifying Staff Member (when authorized), and relevant component maintenance experience.

What We Offer:

  • Flexibility: Opportunity to work from home and flexible working hours.
  • Projects: Work on high-level complexity projects and contribute to the development of cutting-edge technology.
  • Learning and Development: Continuous learning and development opportunities to enhance your skills and knowledge.
  • Culture: Inclusive culture, mentorship program, and well-being platform.

About Us:

Mercury Systems is a leader in making trusted, secure mission-critical technologies profoundly more accessible to the aerospace and defense industries. We specialize in engineering, adapting, and manufacturing new solutions purpose-built to meet the industry's current and emerging high-tech needs.

Our Culture:

We are committed to making Mercury a great place to work, no matter where our employees are located. We offer a casual and enjoyable atmosphere that allows employees to learn and grow. We value communication and transparency, and strive to foster two-way dialogue at all levels of the organization.

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