Job type full-time
Full job description
Collins aerospace is looking for a senior analyst, customer service to support the repair coordination – triage within the aftermarket one-off repair teamIn this position you will work under general supervision, responding to customer communications (call center and inbox management) and possess an exceptional customer service attitudeYou will follow standard work processes to appropriately route customer inquiries and resolve simple inquiries, provide statuses, and follow ups from and to customersYou will identify and escalate risk opportunities and complex issues to management.
Position is currently working remoteWill need to work in a hybrid capacity when circumstances permit.
Work with supervision to confer with customers who contact the organization by telephone or electronically to provide information about one-offs processes, requirements, and services, and discuss customer requests and obtain/address customer priorities.
Perform duties related to overall triage and customer service
Logging requests into the aftermarket database (ms dynamics)
Prioritize, sort and coordinate customer incoming and existing inquiries
Serve as a central communication point with all internal and external customers
Provide support to airline support manager (asm)/product support engineering (pse) teams with regards to customer inquiries
Coordinate with spares sales, asm and business development director (bdd) to provide support to inquiry solutions.
Serve as the customer interface on inquiry status and delivery.
Work in the call center for customer support (group email management and answer customer phone calls)
Uses organization and process knowledge to address basic inquiries and provide follow up.
Understand the documentation used to identify customer issues/requests/complaintsDirect queries to appropriate team or personnel, as needed.
Understand documentation and secondary sources of information, including team disciplines, to answer customer questions and ensure customer satisfaction is met.
Confer with appropriate teams and personnel to expedite or trace customer inquiries.
Coordinate repair request with responsible parties
Create tasks to the different repair groups
Maintain knowledge of collins organization and products to provide the appropriate information and support to customers
Consistently bring up customer service needs to identify patterns and ensure targets are met.
Will work with all levels of maintenance, engineering, and management personnel.
Bachelor’s degree and 2 years of prior relevant experience or
In absence of a degree, 6 years of relevant customer service experience is required
Must be a u.sPerson/permanent resident “green card” holder
Able to communicate and make presentations to internal and external customers and be driven to achieve customer satisfaction.
Able to mentor other customer service personnel.
Ms office suite: excel, word and powerpoint
Technical experience with aircraft components
Understanding of maintenance, repair, overhaul, and regulatory requirements in the commercial aircraft industry.
Collins aerospace, a raytheon technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industryCollins 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’s aerostructures business is a world leader in the design, manufacture, integration and support of nacelles - the aerodynamic structures which house aircraft enginesOur nacelle technologies improve fuel efficiency, reduce engine noise and supply critical stopping power when an airplane landsToday, our innovative nacelle systems are featured on many of the world’s newest and most game-changing commercial, regional and business jet platformsAnd we’re not stopping there: we’re working hard to create the next generation of nacelles that are greener, quieter and more efficientIn addition, our engineered polymer products division is a leading developer and manufacturer of advanced, high-performance composite and elastomeric structures and products for marine applicationsWhether in the air or underwater, we’re pushing the limits of innovationWant to join us on this important journey?
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 customersWe 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
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
Doctor on demand, virtual doctor visits
Best doctors, second opinion program
Nothing matters more to collins aerospace than our strong ethical and safety commitmentsAs such, all u.sPositions require a background check, which may include a drug screen.
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