Technical Operations Manager

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.
Our Avionics team advances aviation electronics and information management solutions for commercial and military customers across the world. That means we’re helping passengers reach their destination safely. We’re connecting aircraft operators, airports, rail and critical infrastructure with intelligent data service solutions that keep passengers, flight crews and militaries connected and informed. And we’re providing industry-leading fire protection and safety systems that our customers can count on when it matters most. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our Avionics team today.

Role Overview

The Business Aviation & Digital Solutions (BA&DS) Technical Operations Manager will lead teams of experienced professionals in Product and Technical Support for the full suite of BA&DS products and services. They will establish objectives and guidelines for Product and Technical Services activities. They will resolve escalated complex technical problems and provide oversight to technical analysis. They will implement continuous improvement initiatives for Product and Technical Service processes to ensure maximum effectiveness and efficiency.

The ideal candidate has experience running a 24x7x365 operation and is a transformational leader with vast experience in implementing change to an organization. The position will require frequent travel between our sites in Annapolis, MD and Houston, TX.

Primary Responsibilities:

• Provides 24x7x365 Product and Technical Support in a call center/help desk environment for the full suite of BA&DS products and services
• Coaches experienced team leaders and provides feedback, when required, to help them solve problems and build capabilities
• Responds and handles complex calls with high profile customers to ensure smooth and effective operations
• Prioritize resources to ensure cost effectiveness and coordination of activities
• Monitors KPIs to ensure productivity targets are achieved
• Consolidates analytic results and presents information to managers to improve product and technical service operations
• Handles complex customer matters and escalates more complex issues to appropriate level to satisfy customer requirements
• Leads and advises team members with routine/more complex tasks , when required, to help them solve problems and also build capabilities
• Coordinates with Technical Support representatives to identify customer training and support needs
• Will act as the Voice of the Customer on several integrated project teams (IPTs) in the Collins Management System (CMS)
• Collaborate with other areas of the business to assure we are meeting their needs and considering their inputs
• Resolves issues surrounding installation, usage, upgrade and training on products
• Works with our Field Technical Support Team to coordinate onsite customer service
• Completes proper documentation of issues

Direct Reports: BA&DS Technical Support Manager and FOS Technical Support Manager

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.
• A history of increasing responsibility in a 24x7x365 technical operations environment
• Vast change management experience
• Experience and established understanding of commitment follow through and customer satisfaction
• Lean skills and the ability to learn and apply new concepts
• Experience in software/services/project process improvement
• 5 years or more experience in the aviation industry with knowledge of aircraft communications, cabin connectivity and aircraft and crew scheduling
• In-depth knowledge of professional services delivery
• Demonstrated matrix team leadership skills, ability to influence others outside of direct reports
• Ability to interface with employees at all levels of the organization with diplomacy and tact
• Ability to influence and direct others towards continuous improvement
• Ability to multi-task with strong organizational skills and ability to prioritize
• Ability to lead change
• Excellent computer skills, including skill in Microsoft Office applications
• Strong written, verbal, and presentation skills
• Strong analytical skills

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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