Senior Customer Support Analyst

Date Posted:

2025-02-07

Country:

United States of America

Location:

A01: Rockford - Aerospace 4747 Harrison Avenue, Rockford, IL, 61125 USA

Position Role Type:

Remote

Joining Collins Aerospace isn’t just about finding a job; it’s about embarking on a journey to redefine the future of aerospace technology.

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

We are building a new team of Aftermarket professionals for our Rockford, IL Actuation portfolio.  The Senior Customer Support Analyst will work a remote schedule. The ideal candidate is a relationship builder, who possesses the ability to communicate effectively and professionally with customers. This role is fast-paced, and the responsibilities are wide ranging, so the candidate should be open minded, as well as a quick and independent learner.  Proactive problem-solving skills are essential in this role, so the candidate must not be afraid to deal with ambiguity.  In addition, the candidate should be able to digest and analyze information quickly, make sound decisions, and effectively manage the path forward to issue resolution.

What You Will Do

• Work directly with Airlines, Airline Maintenance and Repair Overhaul (MRO) facilities, & Brokers, providing support for their aftermarket MRO and spares orders.

• Provide customer support for navigation and utilization of our global Spares and Technical Service customer portal.

• Communicate with customers by telephone or electronically to provide information about organization products or services, manage customer accounts, and address customer concerns.

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

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

• Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues.

• Ensure all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately.

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

• Attend off shift team & organization wide meetings.

Qualifications You Must Have

• Typically requires a University Degree and a minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience.

• Experience with SAP or similar ERP system to input & retrieve information.

• Experience with managing the life cycle of customer orders from point of order entry to shipment.

• Experience with customer support/account management and business processes.

• U.S. Person (U.S. citizen, permanent resident, refugee or asylee) as defined here:  https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62

Qualifications We Prefer

• Previous experience in Aerospace would be advantageous.

• IT & Analytics knowledge would be helpful.

• Knowledge of how Shipping & Logistics operate.

• Multi-cultural experience of dealing with other countries.

• Experience in resolving customer complaints and problems.

• Experience with MS Outlook, Excel, PowerPoint, Word.

• Robust numerical, written, and verbal communication and reasoning skills.

What We Offer

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 program 

• Student Loan Repayment Program  

• Life insurance and disability coverage  

• Optional coverages you can buy pet insurance, home and auto insurance, addi