Principal Specialist, Customer Service

PREFERRED QUALIFICATIONS:

• MS Office Suite: Outlook, Excel, Word and PowerPoint
• Driven to achieve customer satisfaction and provide an excellent customer experience.
• Demonstrated proficiency in both electronic and verbal communication
• Technical experience with aircraft components
• Understanding of maintenance, repair, overhaul, and regulatory requirements in the commercial aircraft industry.
• Project Management
  Collins Aerospace, an RTX company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio, and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

ADVANCED STRUCTURES:

Our Advanced Structures team leverages advanced materials and additive manufacturing to develop complex interior and exterior solutions. These solutions ensure structural integrity of the aircraft, help aircraft take off and land, stay trim in the air, move forward, carry cargo and conduct rescues. We delight our customers with superior products and best-in-class service. Our global team is committed to continuous improvement – we work hard to make our solutions lighter-weight, stronger and more technically advanced, so that plane travel can be safer, more affordable and more sustainable in the years to come. We are looking for the best and brightest to fly and land with us!

MINIMUM PROGRAM QUALIFICATIONS

• Be on a career break of one or more year at time of application
• Have prior experience in functional area of interest
• Have interest in returning in either a full-time or part-time position
  Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

Qualifications/ Experience Needed:

• Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experience
• Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position

POSITION ROLE TYPE:

Onsite
Collins Aerospace is seeking a Principal Specialist, Customer Service to support the Repair Coordination team within the Aftermarket One-Off repair group. In this position you will work under general supervision, responding to customer communications in a highly dynamic and fast-paced environment while exhibiting an exceptional Customer Service attitude. You will be part of a team who is the central point of contact, supporting customers 24 hours a day, 7 days a week, 365 days a year.

PRIMARY RESPONSIBILITIES

• Triaging both electronic (shared group inbox) and phone communications (AOG phone line) with customers, supplier, and OEM’s to follow-up and provide status.
• Regular coordination/management of repair deliverables to ensure on-time delivery.
• Prioritization of AOG requests and coordination of incoming e-mails and existing inquiries.
• Utilization of processes and product knowledge to appropriately route requests to responsible parties and resolve Level 1 technical inquiries.
• Accurately enter all customer requests into CRM (MS Dynamics) and ensure tasking to the appropriate team is in place
• Serve as a central communication point with all internal and external customers
• Provide support to Airline Support Manager (ASM) and Product Support Engineering (PSE) teams with regards to customer inquiries
• Coordinate with spares sales, ASM and Business Development Director (BDD) to provide support to inquiry solutions.
• Identify at-risk cases and escalate complex situations with management
• Understand the deliverable documentation used to identify customer issues/requests/complaints. Direct queries to appropriate team or personnel, as needed.
• Understand documentation and secondary sources of information, including team disciplines, to answer customer questions and ensure customer satisfaction is met.
• Confer with appropriate teams and personnel to expedite or trace customer inquiries.
• Maintain knowledge of Collins organization and products to provide the appropriate information and support to customers.
• Pro-actively identify process gaps and requirements to ensure targets are met and to ensure continuous improvement of Customer Service Processes.
• Mentor other Customer Service personnel.

Qualifications/ Experience Needed:

• Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experience
• Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position.