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Customer Support Analyst 🔥


Date Posted:

2023-03-02-08:00

Country:

United States of America

Location:

HSK02: Kidde Aerospace 4200 Airport Drive,NW, Wilson, NC, 27896 USA

Position Role Type:

Remote

Avionics Customer Support is searching for a Customer Support Analyst to join our team in Wilson, NC. The Customer Support Analyst is responsible for actively managing the day to day relationship and order requirements of Military end customers and OEM’s who require our products in the Aftermarket. This position is for an established professional in Customer Account Management. The ideal candidate is a relationship builder, who possesses the ability to communicate effectively and professionally with customers. The Customer Account Management role is fast paced, and the responsibilities are wide ranging, so the candidate must be open minded, and a quick and independent learner. Proactive problem solving is essential in this role, so the candidate must not be afraid to deal with ambiguity. They should be able digest and analyze information quickly, make sound decisions and effectively manage the path forward to issue resolution.

Primary Responsibilities:

  • Manage the life cycle of customer orders from point of order entry to shipment, ensuring that orders are entered accurately and are in line with contractual obligations and International Trade Compliance requirements.

  • Support the Demand Management and forecasting process for future customer requirements.

  • Utilize the SIOP process where changes to order schedule dates are required.

  • Receive, review and process RFQ’s in accordance with standard terms and conditions or customer specific contractual obligations.

  • Manage the return of “Quality Escape” products from the customer.

  • Extensive and timely interface with cross functional teams within the organization to close customer-related open actions.

  • Use organization and product knowledge to address more difficult customer inquiries and provide follow up.

  • Confer with production, sales, shipping, warehouse, or other personnel to expedite or track shipments.

  • Serve as customer interface on product status and delivery.

  • Promote various products/services to ensure business targets are met.

  • Provide after-sales support for various customer contracts.

  • Coordinate with Value Stream Leads to identify sales opportunities, integrate new customers and develop existing customer relationships.

  • Maintain knowledge of Avionics organization and products to provide the appropriate information and support to customers.

  • Lead or participate in customer review meetings both internally and directly with the customer.

  • Assist with timely payment from customers and resolve invoice disputes.

  • Prioritize per business and customer needs.

Qualifications/Experience Needed:

  • Typically requires a University Degree and 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.

  • U.S. Person (U.S. citizen, permanent resident, refugee or asylee) or eligible to obtain necessary export authorizations required.
    https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62

  • Proven Account Management experience.

Preferred Qualifications:

  • Demonstrated ability to communicate and present effectively at all levels of the organization.

  • Reporting, database manipulation and/or VBA a plus.

  • SAP and Microsoft applications (Outlook, PowerPoint, Excel, etc.) experience.

Collins Aerospace, a Raytheon Technologies 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.

Our Avionics team advances flight deck solutions, airborne communications, vision systems, sensors and fire protection for commercial and military customers around the world. That means we’re helping people reach their destination safely and keeping pilots, passengers, flight crews, airlines, airports and military personnel connected and informed. And we’re providing industry-leading fire protection and safety systems that our customers can count on when it matters most. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our Avionics team today.

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 ARE REDEFINING AEROSPACE.

  • Please consider the following role type definitions as you apply for this role:

Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.

Remote: Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed.

Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world – and access to Collins sites when their work requires in-person meetings.

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, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
  • Birth, adoption, parental leave benefits
  • Ovia Health, fertility, and family planning
  • Adoption Assistance
  • Autism Benefit
  • Employee Assistance Plan, including up to 10 free counseling sessions
  • Healthy You Incentives, wellness rewards program
  • Doctor on Demand, virtual doctor visits
  • Bright Horizons, child and elder care services
  • Teladoc Medical Experts, 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.

Note:

  • 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.

The salary range for this role is 62,000 USD - 124,000 USD; however, Raytheon Technologies considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, and key skills.

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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