Senior Customer Service Technician (Onsite)

at  Collins Aerospace

BASIC QUALIFICATIONS:

Typically requires HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience

• Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position.
• One or more years of customer service experience, required.

PREFERRED QUALIFICATION:

• Excellent customer service skills, outstanding phone skills, good typing skills.
• Basic knowledge of MS Windows and Office applications.
• Ability to work in a 24/7 Operational Environment.
• Basic knowledge of digital communication and network environment.
• Strong analytical and effective problem-solving skills.
• Strong understanding of ITIL practices.
• Experience with Remedy and/or ServiceNow platforms.
  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 Connected Aviation Solutions team provides advanced information management systems, products and services that enable the connected ecosystem by bringing together Collins’ unique breadth of aviation products with our smart digital solutions to help us enhance every aspect of the end-to-end travel experience. We help airlines, airports and business aircraft turn data into value to streamline operations, increase efficiency and reduce cost, enhance the passenger experience and contribute to sustainable flight. By combining the best networks, connectivity and data/analytics solutions, we’re solving big problems for our customers and the world, while enhancing the security and connectivity of systems both on and off the aircraft, to help operators and passengers stay more connected and informed and create a more sustainable, efficient, reliable and enjoyable travel experience. Aviation connects the world. Our Connected Aviation Solutions team connects aviation. Sustainably. Seamlessly. Securely.

Onsite
This position is for a Senior Customer Service Technician who is under general supervision. Responsible for answering basic customer inquiries on product availability, maintenance, and the status of orders and maintaining records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. May assist in orienting, training and assigning the work of technical/business support employees.
This position is in Annapolis, Maryland and candidates must work 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.
This position is for the Day shift (7am-3:30pm) and will require shift work on all 7 days of the week to include holidays.

Job Responsibilities:

• Handle incoming calls and ascertain if the call is of a customer service or technical nature.
• Open call and trouble tickets in our ticketing system database for all incoming inquiries.
• Process and/or forward technical problems to field technicians or on-call engineers as appropriate for resolution.
• Track open trouble tickets to resolution.
• Interface with Operations Center personnel customers technicians and management.
• Troubleshoot/configure airport devices used for the management of air passenger baggage.

The successful candidate must:

• Demonstrate strong customer service and communications skills – both written and verbal good computer skills good problem-solving skills good multi-tasking skills and ability to work independently.
• Demonstrate basic understanding of digital communications and network environment
• Demonstrate strong analytical and effective problem-solving skills
• Be able to work in a 24x7 operations environment and willing to work a rotating shift schedule.

This position is an essential personnel position meaning that you may be required to report for work during inclement weather.