Job Description

Collins Aerospace, a unit of Raytheon Technologies, is a leader in technologically advanced and intelligent solutions for the global aerospace and defence industry. Created in 2018 by bringing together UTC Aerospace Systems and Rockwell Collins, 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. Every day we imagine ways to make the skies and the spaces we touch smarter, safer and more amazing than ever. Together we chart new journeys, reunite families, and save lives. And we do it all with some of the greatest talent this industry has to offer.

We are Collins Aerospace and we hope you join us as we REDEFINE AEROSPACE.

We are currently seeking a Technical Support Specialist to join our global business. We will consider candidates located within EMEA or APAC regions.

Overview:

To provide our customer base with world-class customer service via advanced-level support for the Collins Aerospace Flight Operations System (FOS) scheduling software product. Primary duties include phone and email-based customer service/technical support for FOS, rotating on-call / after-hours support of the technical support hotline, ownership of customer issues from initial research to final resolution, testing of system enhancements, deployment of new installs and travel for product demonstration / customer training.

Responsibilities:

• Answer and resolve incoming phone calls and email communications, which include "on call" rotations to support 24-hour operations.
• Conduct online meetings with customers to identify, explain, recreate, and resolve issues.
• Thoroughly and appropriately communicate with customers in a fast-pasted and ever-changing environment.
• Escalate customer issues to internal teams, recording details into an issue tracking system and translate them into a corrective action plan.
• Coordinate with internal engineering resources to assist with the resolution of system errors or assist with custom development efforts.
• Work to resolve third-party application issues with support staff outside of the organisation.
• Support development of new software features and services.
• Test new functionality and bug fixes reporting any functional issues and following up when appropriate.
• Enter and update customer data in a variety of software programs.
• Support data migration, data conversion, data loading for background FOS data.
• Assist customers by showing knowledge of applications and the ability to learn basic server terminology.
• Develop operating instructions, best practice guidelines, training materials, and manuals for both internal and external customers.
• Develop and provide customised FOS training for both internal and external customers.
• Perform demonstrations of the system to potential customers.
• Participate in additional training courses, as needed.
• Travel up to 25% to provide on-site product demonstrations and/or training.**
• Working hours may be non-traditional, in order to support growing worldwide customer base.**

Basic Qualifications:

• Bachelor’s degree with relevant experience OR in the absence of a degree, demonstrable and proven experience is required
• Must be authorised to work in the the relevant country without sponsorship now or in the future. Collins Aerospace will not offer sponsorship for this position.
• Aviation industry and/or technical support services experience is required

Preferred Qualifications:

• Experience in technical troubleshooting.
• Experience with Flight Operations Systems (FOS).
• Experience working in a flight scheduling / dispatching department.
• Training experience in both classroom and one-on-one settings (FOS training is preferred).
• Thorough, careful and vigilant, i.e. the desire to do the job right the first time.
• Flexibility and ability to adapt to a constantly changing level of time demands.
• Constantly strive for 100% complete and accurate deliverables to internal and external customers within a very short time period (typically same business day).
• Demonstrates the ability to provide a logical, in-depth analysis of a problem or situation.
• Consistently practice attentive and active listening and accurately restate the opinions of others.
• Operate effectively alone on a given assignment/project while supporting the rest of the team’s needs.
• Professional written and verbal communication is essential. Conveying a clear and complete message the first time is critical.

Some of our competitive benefits package includes:

• Flexible working
• Competitive pay package
• Corporate pension plan
• Corporate health insurance
• Career Development Opportunities

Skills Required

• Flight Operations
• Troubleshooting