Specialist, Customer Service

United Technologies Corporation Windsor Locks , CT 06096

Posted 1 week ago

Date Posted:
2019-03-06-08:00

Country:

United States of America

Location:
01: Building 01 Windsor Locks One Hamilton Road, Windsor Locks, CT, 06096 USA

When the global aerospace community looks for ideas and solutions to its biggest challenges, they turn to the people of Collins Aerospace. We design, invent and deliver the most advanced and diverse range of aerospace systems on the market. We are inventors. We are manufacturers. We work in space exploration, commercial air travel, defense and rescue applications. Always learning and pushing the boundaries, we are an undisputed industry leader that continually sets the bar higher and higher. Come soar with us.

At Collins Aerospace, we're ushering in a new era of customer service, with sophisticated tools that enable real-time customer connections and service anticipation techniques. We combine these innovations with responsive repair performance, product support and issue resolution for our global customers. Anytime. Any place. It's this kind of best-in-class support that has kept our customers coming back for the past 100 years. You can learn from the best while bringing your fresh perspective and enthusiasm for customer service to our team. If those closest to you would use the words "reliable" and "dependable" to describe you, you could be a good fit for our team!

The Collins Aerospace Customer Response Center, commonly known as the CRC, is a 24 hours per day, 365 days per year operation. The center is dedicated to the resolution of aircraft on ground, critical spares and technical support requirements for the global customers of Collins Aerospace. The CRC has established a 24/7 customer service help desk that not only tracks and resolves operator issues, but also provides a single data collection point for component performance trends.

The main customer service help desk of the CRC is effectively split in to two functional teams: a Technical team and an AOG Logistics team. Both teams operate a 12-hour shift rotation to enable a seamless 24-7, 365 operation. This position will be supporting the AOG Logistics team via the following shift schedule:

  • Three 12-hour day shifts (6:00 am to 6:00 pm) followed by three days off

  • Three 12-hour night shifts (6:00 pm to 6:00 am) followed by six days off

Responsibilities

The role of the Customer Support Representative is as follows:

  • Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of UTC Aerospace customers worldwide

  • Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems

  • Follow-up with customers on all issues and cases while maintaining strong customer relationships

  • Work closely with internal organizations to ensure required information and support is provided to resolve customer issues

  • Achieve all key performance indicators and achieve best in class performance

  • Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles

  • A self-starter with the ability to manage time-sensitive, high-pressure situations without supervision

  • Results-oriented, customer-focused with a bias for continuous improvement

  • Experience analyzing and troubleshooting challenging and uncommon scenarios

  • Ability to think outside the box with rapid decision-making skills

  • Excellent communication and interpersonal skills

Please use the link below to access a video with more information about the CRC: https://www.youtube.com/watch?v=8AHE1tMUGcc

Basic Qualifications

  • 3+ years of in a customer focused role

  • High School Diploma or equivalent

Preferred Education

  • Bachelor degree strongly preferred

Preferred Experience

  • Aerospace industry experience is preferred, but strong customer service experience from outside the aerospace industry will also be considered

UTAS4220182

Due to federal regulation or contracting requirements, this position is only available to U.S. persons.

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.

Note:

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

United Technologies Corporation 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.

Note to candidates regarding interview scams: We'd like to make it clear that Collins Aerospace never asks candidates for money. If you've been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond, send money or personal information. Please report any suspicious activity to Talent Acquisition.

United Technologies Corporation 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.

Privacy Policy and Terms:

Click on this link to read the Policy and Terms

United Technologies Corporation 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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Specialist, Customer Service

United Technologies Corporation