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Principal Customer Service Specialist

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Businesses Collins Aerospace Job ID 01477651 Most Recent Date Posted 10/07/2021 City Medley State Florida Country United States

Date Posted:



United States of America


HFL33: US049-Medley, FL 9100 NW 105 Circle , Medley, FL, 33178 USA

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. 

Our Interiors team is focused on innovation, safety and cost efficiency. But we don’t just get people from point A to point B. We’re committed to making air travel more comfortable, connected and secure. As a leader in aviation interior products and services, we’re helping airlines and original equipment manufacturers create a positive experience for their customers. 

We are hiring for a seasoned professional Principal Customer Service Specialist. This candidate may manage small projects or processes. Be able to “think out of the box” on problems that could be complex and difficult.  Works autonomously with limited oversight from direct manager. Receives and processes customer orders. Works to achieve day-to-day objectives with major impact on operational results within work area. Will need to communicate with parties within and outside of own department, as well as with parties external to the organization (customers). This position could be a hybrid (remote/onsite) opportunity for the right candidate. As candidate becomes acclimated to this new role, this candidate will be required to be in the office, then the candidate can work remotely.

Primary Responsibilities:

  • Resolves, in real time, inquiries, complaints and requests from high profile customers.
  • Implements rigorous prioritization skills in the face of competing demands.
  • Continuously adapts to and effectively utilizes various internal computer applications.
  • Maintains strong, open communication with co-workers, supervisor and manager.
  • Is mindful of and adheres to procedures, policies and regulations.
  • Functional knowledge of Microsoft Office applications.
  • Highly productive and able to assess and execute next steps with minimal guidance or supervision.
  • Solves problems by gathering information and evaluating options.
  • Develops strong relationships with customer base and key stakeholders.
  • Works closely with the manufacturing and operations team to validate work performed, provide warranty disposition and appropriately quote assigned customers.
  • Consistently and accurately documents order information in the account management system (SAP) as part of auditing and claim process.
  • Proactively manages workload through anticipating customer needs.
  • Deescalates customer driven concerns in a timely and professional manner.
  • Desires to work and excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
  • Excellent communication skills; responds well to questions; writes clearly and informatively.
  • Provides customer-informed solution-oriented responses. Self-motivated, detail-oriented and well organized.
  • Distills technical details in an easy-to-understand, step-by-step manner
  • Prioritizes tasks and changes direction or adjusts approach in response to a rapidly changing environment.
  • Works under moderate supervision to provide high quality value-added customer service.
  • Audits all documentation related to customer orders to ensure all information is both complete and accurate, including customers' names, addresses, and billing information, part numbers, and specifications.
  • Answers complex customer inquiries including product availability, part interchangeability, and status of orders.
  • Resolves complex customers' service or billing issues.
  • Maintains and audits records of customer interactions or transactions.
  • Supports customer visits and leads conference calls: presenting as required.
  • Understands and adheres to all contractual requirements and flowdowns.
  • Maintains knowledge of Collins organization and products to provide the appropriate information and support to customers.
  • Consistently predicts and documents customer service needs to identify patterns and maintain quality.
  • Possesses superior organizational tactics in immediate, short and long term planning situations.
  • Predisposed to continuous learning. Absorbs and retains new information quickly.
  • Driven to innovate and improve processes.
  • Performs additional responsibilities as requested by management (e.g. invoicing, A/R, billing reviews, providing revised certs and other paperwork, collecting ACE turn-backs, collecting usage fees, concessions, new customer set up, scrubbing data for accuracy).

Basic Qualifications:

  • Bachelor’s degree from an accredited university and 5+ years of Customer Service experience OR
  • Advanced degree in a related field from an accredited university and 3+ years of Customer Service experience
  • OR
  • In the absence of a degree, 9+ years of Customer Service experience is required.
  • Intermediate to advance Microsoft Suite experience (Microsoft Word, Excel, PowerPoint, Outlook)
  • 3+ years of experience communicating with stakeholders, customers, and internal employees on all levels.

Preferred Qualifications:

  • Aerospace Industry experience is preferred but not required.


Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

We make modern flight possible for millions of travelers and our military every second.  Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems or creating a positive in flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy.

Join us as we take flight!

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, including a Lifetime Income Strategy option
  • Tuition reimbursement
  • Life insurance and disability coverage
  • Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, criticalillness insurance, group legal
  • Ovia Health, fertility and family planning
  • Employee Assistance Plan, including up to 5 free counseling sessions
  • Redbrick - Incentives for a Healthy You
  • Autism Benefit
  • Doctor on Demand, virtual doctor visits
  • Adoption Assistance
  • Best Doctors, second opinion program
  •  And more! 

Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.


  • Background check and drug screen required (every external new hire in the U.S.)
  • Drug Screen only performed on re-hires who have been gone for more than 1 year

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.

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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