Howmet Aerospace Inc. has an immediate opportunity for a full-time Customer Service Program Manager in Pittsburgh, PA. The selected individual will be responsible for continuous improvement of the Level 1 (L1) ServiceDesk delivery processes in Global Information Services by collaborating with various stakeholders.
Major Activities and Key Challenges Include :
Assist and respond to escalated customer support issues, solve issue, conduct root cause analysis, corrective actions, and process remediation
Be the liaison between the L1 ServiceDesk and L2/L3 support teams across the organization to identify trends, communicate concerns, and improve delivery processes
Assist with designing and implementing automation of repetitive tasks
Deliver innovation and operational improvement recommendations
Independently organize and complete multiple projects to meet customers' expectations and imposed deadlines
Use advanced skills in Word, Excel, PowerPoint, Outlook, Oracle, SharePoint, Teams, ServiceNow to develop spreadsheets, graphs and convey information effectively across a wide range of task including daily/weekly reports, meeting agendas, PO tracking, SharePoint access, and project administration.
Compiles and provides progress reports
Key Skills:
Exhibits capability and positive leadership skills especially in a team environment.
Organization and critical thinking/problem solving skills
Strong communication skills
High level of confidentiality
Professional demeanor and positive leadership skills in a team environment
Dependability
Aptitude for dealing with rapid decision making and changes
Exceptional analysis skills that will support the achievement of business strategies and goals
Proven track record of working well with cross-functional teams, vendors, and internal IT personnel
Excellent interpersonal and communication skills
Howmet Aerospace , headquartered in Pittsburgh, Pennsylvania, is a leading global provider of advanced engineered solutions for the aerospace and transportation industries. The Company's primary businesses focus on jet engine components, aerospace fastening systems and titanium structural parts necessary for mission-critical performance and efficiency in aerospace and defense applications, as well as forged wheels for commercial transportation. Howmet Aerospace is transforming the next phase of more fuel-efficient, quieter aerospace engines and sustainable ground transportation. For more information, visit www.howmet.com . Follow Howmet: Twitter , Instagram , Facebook , LinkedIn and YouTube .Basic Qualifications :
Bachelor's Degree from an accredited Institution
Minimum of 5 years of experience providing Service Delivery support
ITIL Intermediate certification
Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
Preferred Qualifications :
Minimum of 7 years of experience providing service delivery support
