Customer Support Director – United States Air Force

The Customer Support Director serves as the Collins focal for customer satisfaction and as the business development lead for the Air Logistics Centers responsible for resolving customer issues and identifying and developing new opportunities for future business.

Individual will have responsibility to drive a consistent Collins approach to this customer, coordinate with individual Business Unit Aftermarket Program managers to resolve issues and facilitate regular liaison visits with this key customer.

This position will be co-located with the customer in Oklahoma City, Oklahoma at Tinker Air Force Base and will require the individual to be within a 2 hour commutable distance.

Primary Responsibilities:

• Support fulfillment of all Contractual Aftermarket Requirements by SBU’s
• Drive improvements to customer score cards and key performance metrics
• Facilitate day-to-day customer and cross SBU interactions and be the key contact bridging various Collins personnel
• Responsible for managing the strategic relationship and serve as the advocate of the customer into Collins.
• Support performance improvement initiatives (spares, repairs, and proposals)
• Ensure in-service issues are assessed in a timely manner & coordinate across SBU’s
• Provide Voice of the Customer to Collins businesses
• Monitor customer satisfaction and proactively identify areas of improvement opportunity
• Support internal & external customer reviews
• Work across boundaries to ensure requirements are satisfied
• Manage the customer relationship to ensure services levels and customer satisfaction
• Establish personal communications and contact plans with key members of both organizations
• Support SBU key product sustainment/service win strategies and lead effort to achieve successful contract award
• Collaborate with SBU Aftermarket & Proposal Management in developing business cases for prospective opportunities resulting in offering competitive proposals
• Utilize and manage the required internal tool sets to track the pipeline of opportunities for the business and ensure the necessary organizational objectives are met.
• Understanding and developing growth strategies to identify new opportunities and drive growth in these key business areas
• Collaborating in generation of strategy for pipeline/opportunity growth in the Defense Sustainment market

Basic Qualifications:

• Bachelor’s degree and 10 years of prior relevant experience OR
• Advanced Degree in a related field and minimum 7 years of experience OR
• In absence of a degree, 14 years of relevant experience is require
• Must be available for domestic travel < 20%

Preferred Qualifications:

• Experience in the military logistics field or the Defense Logistics Agency preferred
• Aerospace Aftermarket Program Management experience desired
• Prior experience in Performance Based Logistics to include performance metric measures and reporting techniques to track program performance and develop strategic program plans for execution

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.

Collins Aerospace Diversity & Inclusion Statement:

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.

Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

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.

Remote: Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed.

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!

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.