Principal Specialist, Customer Service

Date Posted:
2023-11-03
Country:
United States of America
Location:
01: Building 01 Windsor Locks One Hamilton Road, Windsor Locks, CT, 06096 USA
Position Role Type:
Hybrid
The Collins Aerospace Customer Response Center, commonly known as the CRC, is a 24 hours per day, 365 days per year operation. The center is dedicated to the resolution of aircraft on ground, critical spares and technical support requirements for the global customers of Collins Aerospace. The CRC has established a 24/7 Customer Service help desk that not only tracks and resolves operator issues, but also provides a single data collection point for component performance trends.
The main Customer Service help desk of the CRC is effectively split in to two functional teams: a Technical team and an AOG Logistics team. Both teams operate a 12-hour shift rotation to enable a seamless 24-7, 365 operation. This position will be supporting the AOG Logistics team via the following shift schedule:
Three 12-hour day shifts (6:00 am to 6:00 pm) followed by three days off
Three 12-hour night shifts (6:00 pm to 6:00 am) followed by six days off
This position can work on a hybrid schedule with expectation to live in a commutable distance to our Windsor Locks Facility.
Primary Responsibilities

• The role of the Customer Support Representative is as follows:
• Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Collins Aerospace customers worldwide
• Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems
• Follow-up with customers on all issues and cases while maintaining strong customer relationships
• Work closely with internal organizations to ensure required information and support is provided to resolve customer issues
• Achieve all key performance indicators and achieve best in class performance
• Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles
• Must be willing and able to travel up to 10%

Basic Qualifications

• 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
• 2+ years' experience in a customer focused role
• Must be a U.S. Person/Permanent Resident "Green Card" holder
• Ability to manage time-sensitive and high-pressure situations without supervision
• Ability to work through difficult and complex problems

Preferred Qualifications

• Experience analyzing and troubleshooting challenging and uncommon scenarios
• Aerospace industry experience
• Ability to communicate with all levels of the organization
• BA/BS undergraduate degree
• SAP experience

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.
At Collins Aerospace, our customers are at the core of our business. And meeting each of their unique needs is the key to our success. The Customer & Account Management organization plays a critical role at Collins Aerospace both internally and externally. We provide executive-level support to major original equipment manufacturers and defense customers and support our Strategic Business Units (SBUs) by augmenting key relationships and maintaining an excellent customer experience. Internally, we develop and support our SBUs by strategically planning and capturing future growth opportunities while ensuring customer satisfaction. If you want to advance your career while contributing to a vision that helps our customers redefine the aerospace industry, then consider landing here!
#reempowerprogram
This role is also eligible for the Re-Empower Program. The Re-Empower Program helps support talented and committed professionals as they rebuild their capabilities, enhance leadership skills, and continue their professional journey. Over the course of the 14-week program, experienced professionals will gain paid, on-the-job experience, have an opportunity to participate in sessions with leadership, develop personalized plans for success and receive coaching to guide their return-to-work experience. Upon completion of the program, based on performance and contributions participants will be eligible for a career at RTX.
Minimum Program Qualifications
To qualify for the Raytheon Technologies, Re-Empower Program, candidates should: • 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.
WE ARE REDEFINING AEROSPACE.
* Please consider the following role type definitions as you apply for this role.
Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.
Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world - and access to Collins sites when their work requires in-person meetings.
Some of our competitive benefits package includes:

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program

• Life insurance and disability coverage
• Optional coverages you can buy: pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance

• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services

• Teladoc Medical Experts, second opinion program
• And more!

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form - with our customers and with each other -- propel us all higher, again and again.
Apply now and be part of the team that's redefining aerospace, every day.
RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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