Apply

Ready to go for it?

AI Apply speeds things up—apply directly if you prefer.

FREE ACCESS
5,000–10,000 jobs/day
Scoutfield Logo

See all jobs on Scoutfield

Search thousands of fresh jobs every day.

Discover
  • Fresh listings
  • Fast filters
  • No subscription required
Create a free account and start exploring right away.
IFS

Customer Support Specialist – Aerospace & Defense, MRO

IFS

. Manage assigned EMX customer support cases, incidents and service requests .

Posted 11/11/2026full-timeRemote • Itasca • Illinois • United StatesMid-LevelSenior💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in application support and incident handling, with a strong focus on customer communication and SLA/KPI-driven service delivery. Proficient in troubleshooting, documentation, and collaboration with internal teams to enhance operational efficiency.

Highest-signal resume keywords
Application Support ExperienceIncident HandlingServiceNow ProficiencyKnowledge of ITILCustomer Communication Skills

ATS Keywords

Tailor your resume
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Application TroubleshootingEvidence GatheringCase OwnershipProcess ImprovementKnowledge Management
Soft Skills
Customer-Focused ApproachStrong OwnershipPrioritization SkillsQuality-Oriented MindsetClear Written Communication
Tools & Technologies
ServiceNowJiraEMXEmpower MX
Industry Keywords
Aviation Maintenance ManagementSLAKPIRegulated EnvironmentCompliance-Driven Operations

Tech Stack

Tools & technologies
ServiceNow

About the role

Key responsibilities & impact
  • Manage assigned EMX customer support cases, incidents and service requests
  • Investigate, analyse and reproduce customer-reported issues, including application troubleshooting and data-related checks
  • Provide timely, professional customer updates through support channels
  • Maintain accurate case documentation and audit-ready records
  • Communicate with customers through support tools, email and phone
  • Collaborate with R&D, QA, DB, Consulting and other internal teams to resolve issues
  • Distinguish standard support work from consulting, implementation, enhancement and product-development activities, routing requests appropriately
  • Align support operations with global IFS standards for case handling, escalation, documentation, knowledge sharing and processes
  • Identify process gaps, improve knowledge content and support skills and capability development

Requirements

What you’ll need
  • 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
  • Customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and continuous-improvement mindset
  • Willingness to work within agreed support coverage, shift or on-call arrangements when required
  • 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 environment
  • Knowledge of EMX / Empower MX or comparable aviation maintenance management systems
  • Knowledge of ITIL or similar practice
  • Experience contributing to knowledge management, process improvement or operational standardization

Benefits

Comp & perks
  • 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
  • Remote and in-office working balance