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Customer Service Manager

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Businesses Collins Aerospace Job ID 01410466 Date posted 10/01/2020 City Cedar Rapids State Iowa Country United States

Date Posted:



United States of America


HIA32: Cedar Rapids, IA 400 Collins Rd NE , Cedar Rapids, IA, 52498-0505 USA

At Collins Aerospace, we’re dedicated to relentlessly tackle the toughest challenges in our industry – all to redefine aerospace.

Created in 2018 through the combination of two leading companies– Rockwell Collins and United Technologies Aerospace Systems – we’re driving the industry forward through technologically advanced and intelligent solutions for global aerospace and defense. 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, protect nations 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.

Our Avionics team advances aviation electronics and information management solutions for commercial and military customers across the world. That means we’re helping passengers reach their destination safely. We’re connecting aircraft operators, airports, rail and critical infrastructure with intelligent data service solutions that keep passengers, flight crews and militaries connected and informed. And we’re providing industry-leading fire protection and safety systems that our customers can count on when it matters most. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our Avionics team today.

Role Overview
This position is for an experienced Customer Service professional, overseeing response to complex customer inquiries or issues and smooth customer service operations. Responsible for enhancing customer information, communications, and documentation to improve service levels, working with Sales, Supply Chain, and other groups as needed.

Primary Responsibilities
• Will work closely with International Customers and Clients

• Works closely with customers, providing information about multiple organization products or services or customer accounts.
• Handles escalated and unresolved calls and issues. Addresses complaints, issues, and other complex inquiries directly with customers. Provides guidance and recommendations on how to resolve customer situations
• Guides information gathering, analysis, and investigation and develops documentation for customer account management.
• Anticipate, recommend, and facilitate customer service and training needs.
• Develop materials and information to be sent to customers to address inquiries and/or ensure smooth customer service operations.
• Works with production, sales, shipping, warehouse, or other groups as needed to meet established service levels.
• May promote a broad array of products/services to ensure business targets are met.
• May provide after-sales support for client contract(s).
• Performs duties related to overall customer service.
• Provides support to sales team with regard to customer concerns.
• Coordinates with sales reps to identify inside sales opportunities.
• Serves as customer interface on product status and delivery.
• May manage or work in call center for customer support.
• Maintains knowledge of UTC organization and products to provide the appropriate information and support to customers.
• Consistently documents customer service needs to identify patterns and maintain quality.

Basic Qualifications
This position requires a Bachelor’s degree in the appropriate discipline and 7 years of relevant experience or an Advanced degree in the appropriate discipline and 5 years of relevant experience.  In the absence of a degree, 11 years of relevant experience is required.

Preferred Qualifications

Technical or Engineering background is preferred

Ability to work with International Clients and Customers, including calls that may be outside of normal operating hours

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again.
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
• Tuition reimbursement
• Life insurance and disability coverage
• And more

Apply now and be part of the team that’s redefining aerospace, every day.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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