Customer Support and Implementation Engineer (Onsite)

RTX•Annapolis, MD

3d•$86,800 - $165,200•Onsite

About The Position

At RTX, the world largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense. Collins Hermes™ messaging software is developed using the latest technologies and deployed on customer premises or in the AWS™ cloud based on our customer needs. Collins is looking for candidates to join the global technical support and implementation team to help realize the vision of capturing the connected airspace marketplace. This new team member will work closely with internal and external customers and stakeholders to support the creation, implementation, training and support of exceptional and innovative Hermes™ solutions.

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 providing technical support and configuration of software solutions.

Nice To Haves

Collaborative and proactive approach to working within a customer facing role and stakeholder management.
Knowledge and/or experience of agile SCRUM development as a SCRUM Master Product Owner or member of a development team.
Knowledge of networks, databases, windows server and/or cloud solutions e.g. AWS.
Experience in the aviation industry.

Responsibilities

Implement and configure software solutions against customer requirements on-premise or in the cloud.
Troubleshoot and resolve issues surrounding installation, usage, upgrade and training of products.
Provide technical troubleshooting support within a KPI tiered support structure.
Work closely with customers and key stakeholders to understand business and product needs.
Support user acceptance testing when required.
Support customer training either onsite at Collins training offices or onsite at customer premises.
Assist in documenting business and product processes to ensure compliance with process and quality.
Create requirements/user stories and effectively communicate these to the development team verbally and/or visually within user stories.
Regularly refine and prioritize user stories/requirements based on changing business needs.
Provide training to stakeholders/customers in new and existing product functionality.
Seek out, understand and communicate customer requirements effectively.
As a team member of a 24x7 service organization being able to provide after hours support system recovery and troubleshooting on a rotational basis.

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.