Product Support Customer Specialist(Onsite)

Date Posted:

2024-10-14

Country:

United States of America

Location:

HNC32: US096-Winston-Salem (Oak Plaza 190 Oak Plaza Boulevard , Winston-Salem, NC, 27105 USA

Position Role Type:

Onsite

This position is for a Product Support Customer Account Specialist within the Commercial Seating Division of Collins Aerospace.  This individual works independently, leads small/medium projects and teams, manages customer accounts, analyzes data, recommends resolutions for in-service issues, maintains action logs, trains customers on product maintenance, and visits our key customer accounts. This role offers exposure to executive management and significant growth potential, leading to opportunities for advancement within the current role or to EPL or Program Manager positions.

This is an onsite role in Winston-Salem, NC.

What You Will Do:

• Product Support engineering, project management, and customer management role responsible for addressing aircraft seating and furniture issues from design inception through in-service.
• Travel the world visiting assigned airline headquarters to walk their aircraft and review our product performance.
• Be the voice of the customer for commercial seating platforms, advocate for customers targeting increased reliability of their products, and lead product improvement campaigns.
• Work closely with customers, across various global time zones, on the planning and execution of product support projects including sustaining engineering improvements, technical support, service documents, training, warranty settlements, and repair.
• Strategically problem-solve to identify cost-effective solutions for in-service issues while minimizing customer escalation.
• Escalate and communicate internally and externally to resolve customer issues, achieve resolution firmly and tactfully. 
• Develop and execute cost-effective solutions that balance the customer’s needs with Collins Aerospace’s financial goals.
• Develop extensive network and close working relationships with the customer and internal partners ranging from VP/GM to working level.
• Semi flexible working hours may be required to accommodate customer time zones.
• Estimated level of travel 10%

What You Will Learn:

• Project Management
• Warranty Adjudication
• Settlement Negotiation
• Executive Communication
• Failure Mode Analysis and Root Cause & Corrective Action Assessment

Qualifications You Must Have:

• Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experienc
• U.S. Person (U.S. citizen, permanent resident, or granted refugee or asylee status) as defined here: https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.6

Qualifications We Prefer:

• Technical background and strong mechanical aptitude, ability to recommend solutions to complex problems requiring the regular use of ingenuity an innovation.
• Technical proficiency and ability to develop high-level knowledge of platforms and systems assigned.
• Microsoft Office tools (Word, PowerPoint, Excel, Outlook).
• Customer management experience leading cross-functional teams.
• Organizational skills demonstrated through the ability to compile and track meeting minutes, action logs, issue summaries, etc.
• Typing proficiency, with a minimum speed of 40 words per minute.
• Experience working with operations/manufacturing engineering organizations.
• Familiar with the Aerospace Industry, and engineering program development practices for mechanical or aerospace systems.
• Experienced in speaking in front of large groups.
• Experienced in taking complex issues and summarizing for higher levels of management.
• Experience in researching methods and procedures on new assignments.

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