Customer Support Manager

Job Description

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Avionics Customer Support is searching for a Customer Support Manager (CSM) to join our team. The Customer Support Manager role is a unique combination of interfacing with end customers who operate our products and Original Equipment Manufacturers (OEMs). It will allow the ideal candidate to represent Collins Avionics at OEM events and lead a wide range of internal groups to plan and implement support solutions.

Join the Commercial Systems Customer Support team in strengthening relationships with our OEMs including Bombardier, the largest customer to Collins Business and Regional Avionics (B&RA) and Airbus Canada. The primary purpose of this role is to support OEMs through the planning and execution of support for Collins Avionics products and services offered on their platforms.

Key Responsibilities:

• Work closely with OEMs in the planning and execution of support items including technical support, publications, training, rental/exchange, and repair.
• Coordinate with the internal Collins Avionics organizations providing these functions ensuring timely and successful delivery as well as continued execution. This coordination will result in a formal support plan presented to Customer Support, B&RA, and Services leadership.
• Serve as the voice of Collins Avionics to end customers at OEM sponsored events.
• Manage the OEM in-service scorecard including improvement activities.
• Take the lead in resolving support issues while minimizing escalation and score card impact.
• Be the Customer Support expert and Voice of the Customer to B&RA and Services for assigned platforms.
• Integrate tightly with B&RA and Services organizations to provide actionable information from the field that will lead to better business and support solutions.
• Actively participate in monitoring system performance and overseeing product improvement plans that lead to improvements.
• Negotiate support related contractual items.

The successful candidate must:

• Possess a customer service attitude with the ability to develop and execute solutions that support both OEM and Collins Avionics financial goals.
• Be adept at developing an extensive network and close working relationships with OEM and internal partners ranging from VP/GM to working level.
• Be able to firmly and appropriately deal with conflict resolution.
• Be self-motivated to determine methods and procedures on new assignments, initiating and completing work in a timely manner.
• Be willing and able to travel at least 15-20% of the time including international travel.
• Be technically proficient and able to develop a high level knowledge of platforms and systems assigned.

The ideal candidate will:

• Be able to communicate masterfully in both written and oral means and have the ability to speak in front of large groups.
• Be capable of taking complex issues and summarizing for higher levels of management.
• Be able to develop solution to complex problems requiring the regular use of ingenuity an innovation
• Be familiar with or able to learn Avionics Customer Support practices.
• Be familiar with general business practices and Collins Management System.
• Be familiar with engineering development practices.

Basic Qualifications:

• Must be a U.S. Person/Permanent Resident “Green Card” holder
• Bachelor’s degree and 5 years of relevant experience OR
• Advance degree and 3 years of relevant experience OR
• In absence of a degree, 9 years of relevant experience is required

Collins Aerospace, a Raytheon Technologies 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.

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.

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.

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
• Employee Scholar Program, tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, critical illness insurance, group legal
• Ovia Health, fertility and family planning
• Employee Assistance Plan, including up to 5 free counseling sessions
• Incentives for a Healthy You
• Bright Horizons, back-up child / elder care and college coach resources
• Autism Benefit
• Doctor on Demand, virtual doctor visits
• Adoption Assistance
• Teladoc Medical Experts, second opinion program
• And more!

Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

Note:

• Background check and drug screen required (every external new hire in the U.S.)
• Drug Screen only performed on re-hires who have been gone for more than 1 year

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.

Raytheon Technologies 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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