Customer Service Engineer

Rockwell Collins Annapolis , MD 21401

Posted 2 days ago

Requisition ID: 11209

Want to work with some of the most talented, dedicated people on the planet? Do you value relationships, commitment, innovation and integrity? Want to be a part of a company that has been named numerous times as America's Best Employer in Aerospace and Defense by Forbes magazine?

Then Rockwell Collins is the place for you. Join our team and build a rewarding career while helping to deliver the most trusted source of aviation and high-integrity solutions in the world.

Job Summary

We are currently searching for a Customer Service Engineer to join our team in Annapolis, MD (IMS INC) (5010). Employing some of the most talented, dedicated people on the planet is not by chance. People from all over the globe choose Rockwell Collins as the place to build a rewarding career, while helping create and deliver communications, integration, and engineering solutions that our global customers demand so that our world keeps moving and stays connected. It's an exciting time to become a part of our team. Join us and discover how high your career can soar at Rockwell Collins.

Job Responsibilities

  • Provide front line customer support for rail control systems via phone, in-house, and onsite service calls.

  • Normally receives general instructions on responsibilities.

  • Work is supervised.

  • Solves routine problems of limited scope and complexity.

  • Contributions are often limited to task-related activities.

  • Assist in corrective action of customer related technical queries.

  • Assist in providing timely support for assigned customers in response to requests from customer or customer service engineer requests.

  • Assist in generating and processing customer warranty work.

  • Assist in preparation of support and mod plans to ensure implementation of support deliverables to meet customer/Program schedule.

  • Travel to mission critical facilities when issues are escalated from phone to on-site support to identify the issue and determine method for handling and resolving.

  • Effectively communicate issues to technical and non-technical team members and customers.

  • Meet schedule deadlines and within budget.

  • Establish effective working relationships with customers support personnel such that an effective team is established to assist in resolving problems and/or to document potential upgrades.

  • The operations of our customers are 24/7. This position will require some remote customer support outside of normal business hours.*

Basic Qualifications

  • Bachelor's degree in appropriate discipline or in the absence of a degree six years of related experience

  • Assist in formulating system engineering project requirements to meet customer needs

  • Experience with Operating Systems: Windows (2003, 7, 2010, and XP), and UNIX

  • Experience with HTML, CSS, DOM and JavaScript is recommended

  • Ability to work independently in a non-structured environment

  • Must have excellent interpersonal skills and able to easily and fluidly communicate with people

  • Ability to prioritize and multi-task

  • Must be able to communicate to both technical and non-technical users in an easily understandable and patient method

  • Ability to learn quickly, be proactive, and take initiative

  • Must be willing to travel domestically up to 20% of the time depending on the amount of onsite versus phone support calls received

  • Ability and desire to troubleshoot and resolve open issues

  • Ability to demonstrate solid writing skills and strong verbal communication skills to work in a highly integrated team environment

  • Ability to write documentation in support of system and/or software developments, modifications, and system integrations

  • Evaluate vendor capabilities to provide required products or services. Meet with vendors as required

Desired Experience:

  • Basic knowledge of computer programming and computer skills

  • Developed skills in writing, public speaking, group communication, interpersonal communication

  • Experience working directly in customer support environment

At Rockwell Collins, we believe a solid work-life balance creates a healthy lifestyle and inspires creativity and innovation. We value our people and invest in their development, growth and success at our company by providing development opportunities through Rockwell Collins University, networking, mentoring, and tuition reimbursement.

And that's just for starters.

Some of our competitive benefits package includes:

  • Medical, dental, and vision insurance

  • Three weeks of vacation for newly hired employees

  • Company-paid winter holiday shutdown for most locations

  • Generous 401(k) plan that matches 62.5 percent of the first 8 percent of eligible compensation you contribute (or 5 percent if you save 8 percent)

  • An Incentive Pay Plan based upon company performance

  • Tuition reimbursement

  • And more

Interested yet? Apply now and embark on your next worthwhile adventure!

Rockwell Collins is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, gender, sexual orientation, gender identity, disability, protected veteran status or any other protected status.


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Customer Service Engineer

Rockwell Collins