Customer Support Administrator

The Opportunity:

The Customer Support Administrator will serve as the initial contact point for customers, providing post-sales support. As a key member of our cross-functional team, you will have a high-level knowledge of our products and services, while also providing valuable input to our Product Management and Sales teams. We offer a fast-paced work environment with opportunities for growth. We place high value on self-motivation and removing barriers to deliver customer satisfaction.

How I will Contribute:

• Answering calls from customers and logging details in the CRM system for prompt and accurate intake.


• Providing regular status updates to customers for case resolution and product repair services.


• Administrative support for component replacement and repair services to create and process orders.


• Working with cross-functional teams to coordinate dates/order changes and respond to customer requests for status/change requests of open orders.


• Monitoring warranty status and proactively seeking opportunities for follow-on business.


• Creation, review, and revision of Customer Support documentation and other collateral (e.g., recordings, etc.) for campaigns and announcements.


• Providing initial guidance to customers with basic product installation challenges.


• Ensuring cross-functional teams are aligned to meet contractual obligations as dictated in customer purchase orders.


• Providing prompt and accurate feedback to customers through a series of actions (phone, email) to ensure transparency through the closure of issues/orders.


• Analyzing data and reporting on trends (Product, Use Case, etc.) to build FAQs and similar references.


• Developing and enhancing customer relationships such that Safran Federal Systems is viewed as a partner to our customers.

What you Bring to Safran Federal Systems:

• Associate’s degree minimum, with a bachelor’s degree preferred.


• 2+ years of experience in a similar role is required.


• Prior experience working with Aerospace, Defense, and Government customers is preferred.


• Experience using Customer Relationship Management (CRM) and ERP tools (e.g., Salesforce, Business Central, or similar).


• Ability to proficiently use MS Office (Outlook, Word, Excel, and PowerPoint


• The position is based in the Rochester, NY office.


• Basic technical knowledge in any of the following areas:


• GNSS Domain and related knowledge of common analog/RF systems


• Time and Frequency Servers/Systems (Safran, Orolia, Spectracom, Brandywine, Microchip, etc.)


• GPS, GNSS Simulators (Safran, Talen-X, Orolia, Spirent, Lab Sat, CAST, IFEN, etc.)


• Server-based network systems


• Excellent interpersonal skills with an outgoing personality and a positive attitude toward problem-solving and ensuring customer delight.


• Strong verbal and written communication skills enabling the delivery of detailed information to internal and external stakeholders at all levels.


• Ability to work independently and collaborate effectively within a cross-functional team.


• Ability to take initiative, multi-task, and adjust to dynamic priorities.


• Ability to sit, stand, and walk for extended periods of time.


• Ability to lift and carry up to 25 lbs.


• Ability to operate office equipment, such as a computer, printer, and telephone.


• Ability to communicate effectively with colleagues, clients, and customers in both verbal and written forms.

Some of “the Good Stuff”:

• Annual Bonus Opportunity


• Medical, Dental, Vision, Health Savings Account, Flexible Spending Account


• Paid Time Off


• 401k Retirement Program


• Gym Membership Reimbursement


• Tuition Reimbursement Program


• Employee Career Development


• Flexible working arrangements


• Great work environment

About Safran Federal Systems:

Safran Federal Systems has been awarded as a Winner of the Rochester Metro Area Top Workplaces 2024 Award.

In 2022, Safran acquired Orolia, now Safran Trusted 4D, the world leader in Resilient PNT. At the intersection of critical infrastructure and national defe nse, Safran Trusted 4D solutions govern and protect the integrity of systems that shape the world. In early 2019, Orolia Defense & Security spun off as a separate entity from its parent company Orolia, with the mission of providing resilient Positioning, Navigation and Timing (PNT) solutions and custom engineering services to U.S. Government agencies, U.S. Defense organizations, and their contractors.

In August of 2019, Safran Federal Systems acquired Talen-X, a U.S. company specializing in advanced GNSS (Global Navigation Satellite System) Simulation solutions and Interference, Detection, and Mitigation (IDM) technologies. Talen-X's portfolio was an ideal fit and has helped to enhance Safran FS's overall offerings. The acquisition enabled Talen-X's existing resources, operations and capabilities to be scaled and accelerated to better support the warfighter. Read the press release here.

Safran Federal Systems operates as a proxy-regulated company, Free of Foreign Ownership, Control, or Influence (FOCI). As such, Safran FS Defense & Security is approved to work on the full spectrum of U.S. Government classified and unclassified projects and is positioned to support strategic partnerships in the development of key PNT technologies for the defense market.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Please note this description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.