Avionics Product Support Specialist (Remote)

RTX•Cedar Rapids, IA

12d•Remote

About The Position

Collins Aerospace formed this organization to drive best-in-class Customer Support activities. Within this organization, the multiple, existing 24-7 Technical Support centers (Customer Response Center, Avionics Support Center, Interiors Response Center) are being brought together as a unified team. As a focused entry point for technical inquiries, this team is critical to enable Collins to provide positive customer experience. The team is poised to respond to customer inquiries via portal, phone, and email interface 24 / 7 / 365; for advanced questions, they are the primary engagement with business unit experts. The 24-7 Technical Support teams also work closely with other front line customer support functions such as the Field Service, Final Assembly Line, and Logistics teams. This is a global team with employees based both in the United States and Philippines. Our Avionics Product Support Specialists are the initial points of contact within the Company for customer issues involving fielded Collins Aerospace equipment. Avionics Product Support Specialists provide initial technical support and troubleshooting to assist in resolving customer problems with our products whilst aligning with the customer's urgency. They draw upon the collective resources of the Company when necessary and escalate appropriately to drive and implement timely resolution of customer problems.

Requirements

Typically requires a University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience.
Experience troubleshooting or repairing avionics equipment required.
Experience in aviation maintenance, avionics, electronics, or a related field required.
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Nice To Haves

Bachelor’s Degree in an Aviation Related field is preferred.

Responsibilities

Support Collins Aerospace avionics products and systems, including Flight Management Systems, Navigation, Communication, Autopilot, Cabin Management, and other related systems.
Solves systems/technical problems at various levels in scope and complexity, which may require data and root cause analysis.
Aptitude to question and discover the customers’ actual needs and requirements in the most expedient manner.
Ability to understand and apply problem solving principles, concepts, practices and procedures with guidance as needed.
Ensure timely resolution of customer support and assistance requests utilizing established procedures.
Engage with colleagues and team members to provide corrective action and resolutions to customer queries.
Provide timely and accurate assistance in response to requests from customers or Customer Service Engineers.
Must be prepared to work a non-traditional work schedule: 6am/pm - 6pm/am CT - 12-hour shifts; 3 on, 2 off, 2 on, 3 off; Nights and/or Days (schedule flips back and forth between nights/days: two months on nights, four months on days); first 30 days of employment for training purposes will be Monday-Friday, day shift, 8-hour shifts.

Benefits

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.