Senior Customer Support Analyst - 2nd Shift (Remote)

Date Posted:

2025-02-18

Country:

United States of America

Location:

HIL99: Field Office Remote Location, Remote City, IL, 62701 USA

Position Role Type:

Unspecified

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.

This position will work remote on a 2nd shift schedule: Monday – Thursday 3pm – 1am EST OR Thursday – Sunday, 3pm – 1am EST.  Must be able to work holidays and overtime when needed."

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, 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!  

Role Type

*Please ensure the role type (defined below) is appropriate for your needs before applying to this role.

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.

*Position is remote; however, if you live within a reasonable commute of a Collins site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.
 

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 66,000 USD - 130,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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