Senior Analyst, Customer Service (Remote)

Benefits

• 401(k)
• 401(k) matching
• Adoption assistance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Loan repayment program
• Paid time off
• Parental leave
• Pet insurance
• Tuition reimbursement
• Vision insurance

Country:

United States of America

Location:

HCT99: Field Office - CT Remote Location, Remote City, CT, 06101 USA

Position Role Type:

Remote

The Collins Aerospace Customer Response Center, commonly known as the CRC, is a 24 hours per day, 365 days per year operation. The center is dedicated to the resolution of aircraft on ground, critical spares and technical support requirements for the global customers of Collins Aerospace. The CRC has established a 24/7 customer service help desk that not only tracks and resolves operator issues, but also provides a single data collection point for component performance trends.

The main customer service help desk of the CRC is effectively split in to two functional teams: a Technical team and an AOG Logistics team. Both teams operate a 12-hour shift rotation to enable a seamless 24-7, 365 operation. This position will be supporting the AOG Logistics team via the following shift schedule:

Three 12-hour day shifts (6:00 am to 6:00 pm) followed by three days off

Three 12-hour night shifts (6:00 pm to 6:00 am) followed by six days off

Primary Responsibilities:

• The role of the Customer Support Representative is as follows:
• Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Collins Aerospace customers worldwide
• Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems
• Follow-up with customers on all issues and cases while maintaining strong customer relationships
• Work closely with internal organizations to ensure required information and support is provided to resolve customer issues
• Achieve all key performance indicators and achieve best in class performance
• Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles
• Must be willing and able to travel up to 10%

Basic Qualifications:

• Typically requires a University Degree and minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience
• 2+ years’ experience in a customer focused role
• Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position

Preferred Qualifications:

• Experience analyzing and troubleshooting challenging and uncommon scenarios
• Ability to manage time-sensitive and high-pressure situations without supervision
• Aerospace industry experience
• SAP experience

Collins Aerospace, an RTX 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 ensure the role type (defined below) is appropriate for your needs before applying to this role.

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!

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
The salary range for this role is 62,000 USD - 124,000 USD; however, RTX considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.RTX 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.