Manager - Product Support

Job Description

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At Collins Aerospace, we’re dedicated to relentlessly tackle the toughest challenges in our industry – all to redefine aerospace.
Created in 2018 through the combination of two leading companies– Rockwell Collins and United Technologies Aerospace Systems – we’re driving the industry forward through technologically advanced and intelligent solutions for global aerospace and defense. Every day we imagine ways to make the skies and the spaces we touch smarter, safer and more amazing than ever. Together we chart new journeys, reunite families, protect nations and save lives. And we do it all with some of the greatest talent this industry has to offer.
We are Collins Aerospace and we hope you join us as we REDEFINE AEROSPACE.
At Collins Aerospace, our Interiors team is focused on innovation, safety and cost efficiency. But we don’t just get people from point A to point B. We’re committed to making air travel more comfortable, connected and secure. As a leader in aviation interior products and services, we’re helping airlines and original equipment manufacturers create a positive experience for their customers. With offices and manufacturing facilities in more than 12 states across the U.S. and more than 10 countries around the globe, we’re changing the game of aircraft interiors. Are you ready to join our team?Collins Aerospace makes modern flight possible. Of course, that wouldn’t be possible without the capabilities and technologies of our organization, as well as our engineers – a highly skilled, accomplished network that spans more than 180 sites, 24 countries and 6 Strategic Business Units (SBUs).
Our industry-leading experts are setting the standards for the aerospace industry and paving the way for the future. But as new challenges present themselves, we need fresh, creative and motivated minds to overcome these hurdles, help us break barriers and achieve new levels of innovation. Do you have what it takes to join a global, diverse organization that doesn’t shy away from big opportunities? If so, we invite you to join our ranks and create the next generation of aerospace technologies.
Together, we will nurture an engineering culture that values intellectual curiosity, risk takers and integrity. A place where we will challenge ourselves, our teams, and the status quo and where we will work to find a way – the right way – to achieve what others can only dream of.
Role Overview
This position manages a team of intermediate or experienced professionals in Engineering Services and Support. Executes operational plans that have measurable contribution towards the achievement of results Consults engineers on technical support for a variety of tasks. Leads in planning experiments and gathering, compiling, and maintaining technical data in support of engineering disciplines. Responsible for making moderate improvements of processes, systems, and products to enhance performance of work area.

The Product Support Manager for Water Systems is responsible for ensuring exceptional product support of the Interior’s - EWL Water products which include Potable & Waste water, De-icing systems, and Heated Floor Panels. The primary responsibilities includes liase as Product In-Service Performance Manager with overall accountability to product technical support, in-service issues, technical documentation, and the customer experience. This position will have direct reports and provides leadership and guidance to product support engineers assigned to Water products. The Product Support Manager will foster and grow end-use operator relationships in conjunction with the Collins Field Service Managers (FSM), Program Managers (PM), Customer Support Managers (CSM), Product Sales Managers (PSM) and the Customer Response Center (CRC). The Product Support Manager’s team is seen as the experts, both internal and external to Collins, when it comes to product performance and support in the field and tracks reliability warranty, customer issues, and answers technical inquires by the customer.
Primary Responsibilities:

• Supervises a staff of Product Support personnel to address technical questions, address in-service issues, and track product performance in the field.
• Provide leadership and oversight to ensure timely and accurate creation of all product documentation and delivery of product training to meet and exceed business and customer expectations.
• Investigate airline in-service issues and coordinate the resolution of these issues by being leader of the investigation team.
• Ensure product service documentation (e.g. Service Bulletins, Service Information Letters) are created accurately and clearly communicated to all necessary parties
• Ensure the team is gathering reliability data from the field and supporting investigations into warranty claims.
• Deploy the necessary resources to support the business and ensure the correct staffing level are in place to support the departments workload
• Develop standard work for the department and continue to drive improvements leveraging the ACE tools to help increase department efficiencies.
• Work with the department to integrate the Customer Response Center’s (CRC) standard tools and support 24/7 product support efforts.
• Provide Engineering support to the Global Network of service centers (Global Maintenance, Repair and Overhaul (MRO) centers).
• Responsible for oversight of small projects or multiple tasks within functional discipline.
• Provides resolution of issues and monitors integration of work
• Reviews technical concepts of projects to ensure customer, regulatory, assembly, and manufacturing requirements are met
• Supports development and management of department budgets.
• Work with the other Engineering departments to ensure lessons learned and product improvement ideas are implemented in new system designs.
• Audits work area for safety compliance.
• Adheres to all Collins rules and codes of conduct.
• Performs other duties as required.

Preferred Qualifications:

BA/BS engineering degree (ABET-accredited University) (Mechanical Engineering preferred).

MBA – strongly recommended but not required

Basic Qualifications:
This position requires a Bachelor’s degree in the appropriate discipline and 5 years of relevant experience or an Advanced degree in the appropriate discipline and 3 years of relevant experience. In the absence of a degree, 9 years of relevant experience is required.
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.
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
• Tuition reimbursement
• Life insurance and disability coverage
• And more
Apply now and be part of the team that’s redefining aerospace, every day.

United Technologies Corporation 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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