Primary Responsibilities and Preferred Qualifications:

*The right candidate may be able to work remote, hybrid but ideally be located near Vergennes, VT.

• Resolves, in real time, inquiries, complaints and requests from high profile Military and Commercial customers.

• Implements rigorous prioritization skills in the face of competing demands.

• Continuously adapts to and effectively utilizes various internal computer applications.

• Maintains strong, open communication with co-workers, supervisor and manager.

• Is mindful of and adheres to procedures, policies and regulations.

• Functional knowledge of Microsoft Office applications.

• Highly productive and able to assess and execute next steps with minimal guidance or supervision.

• Solves problems by gathering information and evaluating options.

• Develops strong relationships with customer base and key stakeholders.

• Works closely with the manufacturing and operations team to validate work performed, provide warranty disposition and appropriately quote assigned customers.

• Consistently and accurately documents order information in the account management system (SAP) as part of auditing and claim process.

• Embodies bias for action and proactively manages workload through anticipating customer needs.

• Deescalates customer driven concerns in a timely and professional manner.

• Desires to work and excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.

• Excellent communication skills; responds well to questions; writes clearly and informatively.

• Provides customer-informed solution-oriented responses. Self-motivated, detail-oriented and well organized.

• Provides informed, solution-oriented responses.

• Distills technical details in an easy-to-understand, step-by-step manner

• Prioritizes tasks and changes direction or adjusts approach in response to a rapidly changing environment.

• Works under moderate supervision to provide high quality value-added customer service.

• Audits all documentation related to customer orders to ensure all information is both complete and accurate, including: customers' names, addresses, and billing information, part numbers, and specifications.

• Answers complex customer inquiries including: product availability, part interchangeability, and status of orders.

• Resolves complex customers' service or billing complaints.

• Maintains and audits records of customer interactions or transactions.

• Supports customer visits and leads conference calls: presenting as required.

• Understands and adheres to all contractual requirements and flowdowns.

• Maintains knowledge of Collins organization and products to provide the appropriate information and support to customers.

• Consistently predicts and documents customer service needs to identify patterns and maintain quality.

• Possesses superior organizational tactics in immediate, short and long term planning situations. 

• Predisposed to continuous learning. Absorbs and retains new information quickly.

• Driven to innovate and improve processes. 

• Performs additional responsibilities as requested by management (e.g. invoicing, A/R, billing reviews, providing revised certs and other paperwork, collecting ACE turn-backs, collecting usage fees, concessions, new customer set up, scrubbing data for accuracy).
  
  Preferred Qualifications:
  Employees with success in this role typically have a combination of technical background and or account management with a 2 year or 4 year degree.

• Prior customer service and/or troubleshooting experience in a manufacturing environment is preferred (minimum of 12 months).

• Requires a sharp and analytical mind that can solve complex problems, develop strong relationships, and serve as part of a high-energy team.

           Minimum Qualifications

• AA/AS degree (or other 2-year post high school training) with a minimum of 6 years of relevant experience.
• OR In the absence of a HS diploma, GED or AA/AS degree, 8 years of relevant experience is required
• OR A Bachelor’s degree in the appropriate discipline and less than 2 years of relevant experience.

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.

Do you want to be a part of something bigger? A team whose impact stretches across the world, and even beyond? At Collins Aerospace, our Mission Systems team helps civilian, military and government customers complete their most complex missions — whatever and wherever they may be. Our customers depend on us for intelligent and secure communications, missionized systems for specialized aircraft and spacecraft and collaborative space solutions. By joining our team, you’ll have your own critical part to play in ensuring our customer succeeds today while anticipating their needs for tomorrow. Are you up for the challenge? Join our mission today.

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!

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.

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