Job Description
This job is a member of the Tech Ops Support Desk Team within the Supply Chain Department of the Integrated Operations Division. Responsible for providing business assistance and support for incoming queries and issues related to Technical Operations, SCEPTRE, SAFE, APC, LMO, BLAST, and any other future Technical Operations' systems. This position also supports a customized working solution while trouble shooting problems and any application related issues. It provides system configuration support, open error logs, and works directly with end users to resolve and close them out. .
Benefits and Offers
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Your main responsibilities in this role include the following:
Duties and Responsibilities
Facilitates the development of solutions for complex compliance performance problems involving multiple issues or individual items
Captures requirements, tracks and resolves application/operational issues and utilizes appropriate tools to solve these with minimal supervision
Provides periodic support and training to team members
Recommends user friendly solutions when appropriate
Builds relationships and coordinates cross-functionally with all Business owners, operations, and locations
Escalates significant issues impacting users for prompt resolutions
Coordinates and facilitates root cause analysis for system defects that impact systems reliability
Outline's containment activities and short term alternate solutions as stop gap until corrective action is fully implemented
Seeks out action plans and recommends actions to improve operational performance
Identifies and resolves high priority and high-profile performance issues
Provides support as an analytical resource
Communicates system irregularities to the appropriate parties
Interacts with Project Management and Business leadership teams to help set direction and determine priorities while working collaboratively with user groups
Some travel required
Must be able to work shift work and holidays in a 24/7 operation
Job Requirements
High School diploma or GED equivalency
3 years' experience customer facing/service training and/or applied work experience
Ability to handle a variety of operational systems issues and customer complaints
Possesses an operational understanding of supply chain concepts, with work or internship experience applying those concepts
Good customer facing and service skills
Self-directed and resourceful with the ability to handle multiple, simultaneous tasks with exhibited follow through and initiative
Understanding and use of technical tools for analysis, problem solving, and quality improvement
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, etc.
Some college or customer service training
Knowledge of American Airlines, Supply procedures with background in Inventory Control/Warehousing, Purchasing and Aircraft Maintenance
