Sr Analyst, Customer Svc

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At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense.

What You Will Do *

Performs duties related to overall customer service including post-sales support. May support sales team by notifying other divisions of customer concerns and trends. Responsible for maintaining quality and consistency of service by documenting and identifying trends in customer service needs. Performs on-site services for Aftermarket clients, installs new equipment and services, maintains / services and upgrades existing equipment. Provides instruction and education regarding products or equipment usage to customers and internal employees. Designs and manages product training for customers and staff.

 Discipline Description

Performs duties related to overall customer service. Provides support to sales team with regard to customer concerns. Coordinates with sales reps to identify inside sales opportunities. Serves as customer interface on product status and delivery. May manage or work in call center for customer support. Maintains knowledge of UTC organization and products to provide the appropriate information and support to customers. Consistently documents customer service needs to identify patterns and maintain quality.

Organization Level

Job Level: P2

 Organization Level Description

1 Established and productive professional contributor.

2 Has theoretical to advanced knowledge of work area.

3 Problems faced are difficult and may be complex.

4 Works autonomously with limited supervision.

5 Influences others within the work area through explanation of facts, policies and practices.

Responsibility Statements

Confers with customers who contacts the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints.

Uses organization and product knowledge to address more difficult inquiries and provide follow up. Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed.

Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met.

Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services.

Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.

May promote various products/services to ensure business targets are met. May provide after-sales support for various client contracts.

Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as:

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). If you live within a reasonable commute of an RTX site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility.

Requires theoretical to advanced knowledge of work area typically obtained through University Degree combined with experience. Practical knowledge of RTX projects, programs
or systems with the ability to make enhancements and leverage in daily work.

Typically requires a University Degree or equivalent experience and minimum 2 years of prior relevant experience.

Engineering/Other Technical Positions:Typically requires a degree in Science, Technology, Engineering or Mathematics(STEM) and a minimum of 2 years of prior relevant experience unless prohibited by local laws/regulations.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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