Senior Maximo Support Specialist

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Address User Requests

• Manage incoming communications such as calls, emails, chats, Teams messages, or tickets as assigned by Bombardier

• Accurately log all incidents and service requests in the designated systems

• Conduct Troubleshooting and Resolutions

• Resolve frequent issues like transaction failures; provide guidance and resources for users; address password problems; unlock accounts; fix software error messages, and troubleshoot basic hardware issues (including resolution, printing, barcode reading, etc.)

• Assist users with step-by-step solutions (e.g., redo transactions; restart devices; check network connections; etc.)

• Manage Logs and Tickets

• Create and update logs, FAQs, quick reference documents, knowledge bases, tickets, document troubleshooting procedures, and maintain comprehensive records for future reference

• Escalate issues as required

• Recognize when an issue surpasses the Tier 1 support scope and escalate to Tier 2 or Tier 3 with thorough documentation in the necessary systems, adhering to established protocols

• Implement best practices

• Utilize a Tiered Structure: Triage and route issues based on complexity to optimize resource allocation

• Prioritize First Contact Resolution (FCR): Strive to resolve as many issues as possible during the initial interaction

• Utilize Knowledge Bases & Scripts: Standardize responses for common issues to enhance speed and consistency

• Monitor Metrics: Track FCR, response time, and customer satisfaction to foster improvements

• Engage in Continuous Training: Keep Tier 1 agents informed about the latest system and business processes

• Deliver Excellent Customer Service

• Uphold professionalism, clear communication, and empathy—this Tier 1 role represents the “face of Maximo MRO at Bombardier”

⛳️ Requirements

• Minimum of 2 years of experience providing Maximo Level 1 support services

• At least 2 years of Maximo Development/Configuration/Functional use experience

• Experience in Facilities Management

• Familiarity with Maximo integrations with external systems, such as SAP and Peoplesoft

• Experience with custom implementations to the Maximo COTS model

• Certification as Maximo 7 or MAS practitioners

• Proficiency in adjusting automation scripts using Python or JavaScript

🏝️ Benefits

• Reasonable accommodations are available, including, but not limited to, support for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, throughout all stages of the application and employment process.