Lead Tech, Customer Service

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. 

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. 

We are hiring for a Lead Customer Service Technician. This position is for a lead Customer Service technician who works under minimal supervision. Responsible for processing customer orders and returns, preparing correspondence, and fulfilling customer needs to ensure customer satisfaction.   Develop and maintain customer relationships and receive/answer questions about order status, product information, account status, pricing, product or service. Relies on moderate to extensive experience and judgment to plan and accomplish assigned tasks. Solves complex problems and may serve as a resource on varied tasks. Office environment or office environment on production floor. Occasionally in production area requiring safety glasses. Extended periods of sitting at a workstation and utilizing a computer keyboard, mouse and monitor.

This position is a hybrid (onsite and virtual) role, candidate will be required to report to the office as needed for business and meeting. Minimal to no travel required for this position.

Primary Responsibilities:

• Work with customers to proactively identify potential problems/concerns in an attempt to better service the customer and improve customer awareness
• Communicate customer requirements and expectations
• Become a subject matter expert on assigned program contracts, proposals, programs, and aircraft
• Prepare quotations including price, delivery, commercial terms, and technical details for inquiries received
• Receives and acknowledges Purchase Orders and coordinates requirements with Planning/Master Scheduling
• Research and resolves issues, questions or problems that arise by communicating with customers and internal personnel to ensure customer satisfaction
• Provide input and information for demand planning process.
• Manage customer returns and Return Material Authorizations (RMAs)
• Develop and maintain ownership for customer satisfaction by resolving problem situations, obtaining answers, meeting customer request dates, communicating customer requirements fully and following up to ensure compliance with the request
• Utilize all available resources and communicates unsatisfied customer situations to the appropriate management
• Assist Financial Shared Services in resolving Accounts Receivable issues including obtaining approval for and issuance of credits and debits
• Provide training to new employees and to co-workers on an on-going basis
• Coordinate with Operations and Delivery Assurance to support OTD requirements
• Daily application of Collins Management System, ACE / CORE Operating System tools and Continuous Improvement in program tasks

Basic Qualifications:

• Associate of Arts (AA) or an Associate of Science (AS) degree from an accredited university with 8 years of customer service experience OR
• In the absence of a HS Diploma, General Education Diploma (GED) or AA/AS degree, 10 years of customer service experience is required OR
•  Bachelor’s degree in the appropriate discipline and 2 years of customer service experience
• Strong Microsoft Office computer skills, especially Microsoft Excel. Candidate must have the ability to compose and respond timely to correspondences.
• Exceptional telephone etiquette skills including pleasant voice/manner.
• Ability to work independently and in teams; take initiative and resolve issues.
• Candidate must be able to handle multiple tasks, prioritize, meet deadlines and keep supervisor updated of progress.
• The ability to work and communicate professionally with all levels of the organization and respond to a variety of clients is required.

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Preferred Qualifications:

• Customer-facing experience preferred
• Aerospace Industry experience is preferred but not required.
• Previous Lead or Supervisory customer service experience is preferred but not required.

WE ARE REDEFINING AEROSPACE.

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 make modern flight possible for millions of travelers and our military every second.  Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems or creating a positive in flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy.

Join us as we take flight!

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
• 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
• Redbrick - Incentives for a Healthy You
• Autism Benefit
• Doctor on Demand, virtual doctor visits
• Adoption Assistance
• Best Doctors, 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.