Customer Support Specialist - Aerospace & Defense, MRO (6 month contract)

Responsibilities

The Customer Support Specialist manages assigned EMX support cases, investigates customer-reported issues, and ensures accurate case documentation. They collaborate with internal teams such as R&D, QA, and Consulting to resolve technical issues while maintaining global support standards.

Requirements

Candidates should have experience in application or technical support, specifically within aviation, MRO, or defense environments. Strong skills in incident handling, troubleshooting, and proficiency with work-tracking tools like ServiceNow or Jira are required.

Skills

• Customer support
• Application support
• Technical support
• Incident management
• Service level agreements
• Troubleshooting
• Aviation maintenance
• ServiceNow
• Jira
• Data analysis
• Case documentation
• Stakeholder management
• Process improvement
• Empower MX
• ITIL

Benefits

• Flexible paid time off
• Sick leave
• Holiday pay
• Medical insurance
• Dental insurance
• Vision insurance
• 401k with company contribution
• Flexible spending accounts
• Life insurance
• Disability benefits
• Tuition assistance
• Community involvement and volunteering events

About this role

Company Description
IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.
At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.
We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.
By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.
If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.
Job Description
We are looking for a Customer Support Specialist to join our EMX Support Team. This role supports EMX customers through the IFS Service Centre process, ensuring customer cases are handled professionally, accurately and in line with global IFS support standards.
You will manage assigned EMX support cases, investigate customer-reported issues, reproduce problems where required, provide timely customer updates and work closely with internal teams such as R&D, QA, DB and Consulting to progress cases to resolution. The role also supports the continued alignment of EMX support operations with IFS standard processes, service-level expectations, governance, customer communication and documentation practices.
Knowledge of EMX/Empower MX, aviation maintenance software or complex enterprise applications would be beneficial.
Knowledge of aviation operations, including airline, MRO, business aviation or defense aviation environments, and awareness of maintenance planning, engineering, technical records or support processes in an aviation environment or similar would be beneficial.
The core activities include:
Managing assigned customer support cases, incidents and service requests in line with applicable support processes, service-level expectations and quality standards.
Investigating, analysing and reproducing customer-reported issues, including application-level troubleshooting and data-related checks where needed.
Providing clear, timely and professional customer updates through agreed support channels and maintaining accurate case documentation.
Communicating with customers professionally and effectively through designated support tools, email and phone, ensuring a high standard of customer service at all times.
Collaborating with R&D, QA, DB, Consulting and other internal teams to progress customer issues to resolution.
Helping distinguish standard support work from consulting, implementation, enhancement or product-development activities, and routing requests appropriately.
Supporting alignment and consistency of operations with global IFS standards, including case handling, escalation, documentation, knowledge sharing and processes.
Contributing to continuous improvement by identifying process gaps, improving knowledge content and supporting skills and capability development.
What We’re Offering
Salary Range: $65,000 - $75,000 base annualized
Flexible paid time off, including sick and holiday
Medical, dental, & vision insurance
401K with Company contribution
Flexible spending accounts
Life insurance and disability benefits
Tuition assistance
Community involvement and volunteering events
Qualifications
Experience & Qualifications:
Experience in application support, technical support, service operations or a similar customer-facing support role.
Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery.
Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering.
Ability to understand customer operational impacts and translate business issues into technical support activities.
Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation.
Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups.
Experience with ServiceNow, Jira or similar work-tracking tools.
A customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and a continuous-improvement mindset.
Willingness to work within agreed support coverage, shift or on-call arrangements when required by the operating model.
Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations.
Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes.
Experience working in a regulated or compliance-driven operational environment.
Experience working in an SLA / KPI-driven support envir...

About IFS

Software Development · 5,001-10,000 employees · headquartered in Linköping · founded 1983