Customer Account Manager (Onsite)

RTX•Wilson, NC

3d•$43,400 - $82,600•Onsite

About The Position

This role serves as a Customer Account Manager supporting our MRO Service Center in Wilson, NC. The position is responsible for responding to customer inquiries regarding product availability, maintenance needs, and order status while accurately documenting all interactions, issues, and resolutions. The ideal candidate demonstrates strong critical thinking, can multitask effectively, and thrives in a fast-paced, highly dynamic environment.

Requirements

Typically requires a HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience.
Experience in customer service, account management, or related operational support roles.
Experience with office software applications.
Experience with documentation practices requiring high attention to detail.

Nice To Haves

Experience supporting repair center operations (MRO), exchange programs, or repair value‑stream activities.
Familiarity with aviation regulatory frameworks (Airworthiness Directives, Service Bulletins).
Understanding of quality systems (QMS), trade compliance, FAR/DFAR, or customer property requirements.
Experience with digital tools such as EDI/Aeroxchange, MROLife, or similar customer transaction platforms.
Proficiency in SAP order management transactions, especially VA02, with a functional understanding of sales order mechanics.

Responsibilities

Maintain prompt, professional, and proactive communication with assigned customers, including regular status updates and weekly touchpoints as necessary.
Serve as the liaison between customers and Collins Aerospace, communicating requirements clearly and escalating urgent needs such as AOG and MEL requests when appropriate.
Display accurate and professional verbal and written communication at all times.
Support customers through the entire repair process, including coordination of shipping activities.
Execute and manage SAP transactions related to customer order processing; primary focus on Sales Order creation (VA02) and understanding the impact of changes on connected documents/tables.
Review purchase orders, service agreements, and product support agreements for accuracy and compliance.
Manage Ready-to-Quote monitoring, quote generation and approval workflows.
Support disputed invoice resolution and maintain ESD credibility across open customer orders.
Handle Exchanges and Advanced Exchanges when required.
Manage Aging WIP in alignment with MRO reminder and return-as-is practices.
Maintain accurate documentation of customer interactions, inquiries, complaints, and actions taken.
Ensure compliance with file storage, document traceability, scanning requirements, and retention policies.
Support disposition of warranty claims and process customer credits or debits.
Assist in penalty claim reviews and On-Time Delivery RCCA efforts.
Maintain understanding of International Trade Compliance, Kidde Quality Management System, customer property systems, FAR/DFAR requirements, and airworthiness regulatory obligations.
Support Service Bulletin and Airworthiness Directive campaigns that impact assigned accounts.
Produce clear, concise, and effective verbal and written communications.

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.