• Serve as the senior customer-facing leader for assigned Aero fleets • Build trusted executive and operational relationships while providing wing-to-wing support • Champion a strong safety culture by leading outage planning and execution • Own overall account strategy, customer satisfaction, and commercial performance • Lead stakeholder engagement and customer communications across multiple sites • Provide technical and business leadership throughout the asset lifecycle • Direct warranty administration and commercial negotiations • Lead recurring customer business reviews and operational performance discussions • Define outage scope, planning requirements, and execution strategies • Own outage and non-outage parts planning • Lead response efforts for emergent and forced outages • Ensure timely and accurate commercial execution • Lead cross-functional technical issue resolution efforts • Manage fulfillment of CSA contractual obligations • Drive disciplined cost management • Maintain expert knowledge of contract terms and conditions • Drive growth across the Aero services portfolio • Analyze complex business and operational challenges • Exercise sound judgment in resolving technical, operational, and commercial issues • Lead projects and cross-functional initiatives • Communicate complex concepts effectively to customers, leadership, and internal teams

• Enhance customer-centric culture and guide transformational improvements across the organization • Lead initiatives to enhance the customer journey, analyze customer feedback, and implement data-driven solutions that deliver exceptional experiences • Partner with cross-functional teams to optimize processes, drive operational excellence, and foster innovation • Develop and execute strategies that strengthen customer relationships, improve satisfaction metrics, and accelerate business growth • Utilize advanced analytics, AI, and digital tools to gain actionable insights and create advantages in customer service

Role Description You will be part of the process engineering team that is responsible for the design, fabrication, and installation of complex process equipment/systems that are used to make everything from biotechnology medicine, dairy products, to beverage and drinks. - Experience with process equipment design used in the pharma industry is required. - Proficiency using AutoCAD Plant 3D. - Creation and interpretation of detailed models and drawings and use of software in 3D to create and modify existing parts/products/assemblies. - Creation and use of Bills of Materials (BOM's) for both production and component purchasing. - Development and maintenance of product and component databases ensuring they are kept up to date. Qualifications - Minimum 2 years' experience with 2D and 3D software (AutoCAD Plant 3D) and drawings. - Knowledge of Pharma Industry standards & processes. - Excellent verbal and written communication skills with different disciplines. - An excellent team player with a positive attitude to learn and develop in a fast-moving environment. - Excellent time management and attention to detail. Requirements - Updated Resume in Word doc format. - Availability & pay requirements. Company Description Keltia is a Specialist CAD Design & CAD Training Provider for 20 years now. Our parent company is based in Everett WA and our European offices opened in 2012.

Role Description We are looking for a motivated and customer-focused individual to join our team as a Multilingual Customer Support Specialist (Shift-Based) . In this role, you will support B2B customers across ITA & Global markets, ensuring their success and long-term satisfaction with our SaaS platform. You will operate within a structured shift schedule (including evenings, weekends, or holidays when required) to guarantee continuous, high-quality customer support coverage . You will collaborate closely with internal teams, handle technical and operational requests, and act as a trusted partner for our clients, contributing to continuous product and service improvement. Main Responsibilities: - Customer assistance: - Respond promptly and professionally to B2B customer inquiries via chat, email, or phone. - Support hotel teams, property managers, and business stakeholders in their daily operations. - Ensure smooth handovers between shifts, maintaining full visibility on open tickets and ongoing issues. - Escalate issues to the appropriate internal or external stakeholders when needed. - Issue resolution: - Analyze and efficiently resolve customer-reported issues, coordinating with internal technical and product teams for complex cases. - Keep clients informed throughout the resolution process. - Customer training: - Deliver onboarding sessions, training calls, and webinars to demonstrate product features and best practices. - Adapt training to different roles and levels of seniority within customer organizations. - Documentation and knowledge base: - Maintain and improve onboarding materials, FAQs, and operational guides tailored to B2B customers. - Contribute to documentation for new features and product updates. - Customer advocacy: - Collect structured feedback from customers and represent their needs internally. - Collaborate with Product, Sales, and Customer Success teams to improve the platform. - Monitoring and reporting: - Track customer interactions and activities using CRM and ticketing systems. - Analyze recurring issues, usage patterns, and feedback to support continuous improvement. - Collaboration across teams: - Work closely with Sales, Customer Success, Product, and Engineering teams. - Share insights and updates during team meetings. - Stay updated: - Stay informed about new product features, industry trends, and hospitality best practices. - Participate in internal training to continuously improve product knowledge. Qualifications - At least 3 years of experience in Customer Support, Customer Success, or a similar B2B-facing role. - Experience working in shift-based or 24/7 support environments is highly valued. - Excellent written and verbal communication skills in English and Italian. - Previous experience in B2B SaaS environments is highly valued; B2C experience is a plus. - Technical expertise with help desk and messaging platforms (e.g. Zendesk) and CRM/ticketing tools (e.g. HubSpot). - Ability to manage multi-channel communication (email, chat, phone, WhatsApp, OTA or partner platforms). - Good understanding of the hospitality industry and B2B hotel operations. - Data analysis skills: confidence using Excel and Google Sheets; familiarity with BI tools such as Tableau or Looker is a plus. - Knowledge of escalation processes and structured problem-solving in B2B environments. - SLA and KPI management: understanding of service levels, response times, and performance metrics. - Strong ownership, a proactive mindset, excellent communication skills, and a genuine focus on building long-term customer relationships. - Flexibility and reliability in working rotating shifts. Benefits - Work in a small and top-performing team that moves extremely fast. - Work without having to deal with jerks and ego-maniacs. - The opportunity to join one of the best travel-tech sales teams in Europe. - An environment where mistakes are allowed and bold choices are made. - A place where your voice matters - meetings provide space for new ideas and projects. - Continuous growth - we challenge the status quo to meet ambitious goals. - We have fun while working! We are easygoing people. - Remote working. - Competitive compensation with performance-based incentives.