Senior Analyst, Customer Service

Website collinsaero Collins Aerospace

The Collins Aerospace Customer Response Center, commonly known as the CRC, is a 24 hours per day, 365 days per year operation. The center is dedicated to the resolution of aircraft on ground, critical spares and technical support requirements for the global customers of Collins Aerospace.  The CRC has established a 24/7 customer service help desk that not only tracks and resolves operator issues, but also provides a single data collection point for component performance trends. The main customer service help desk of the CRC is effectively split in to two functional teams: a Technical team and an AOG Logistics team. Both teams operate on a shift structure that enables a seamless 24/7-365 operation.  This position will support the AOG logistics team as described below.

Primary Responsibilities:

  • Ability to communicate effectively and professionally with customers. Digest large amounts of data quickly, deal with ambiguity, be decision-oriented, a quick learner and open minded
  • Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of Collins Aerospace customers worldwide
  • Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems
  • Follow-up with customers on all issues and cases while maintaining strong customer relationships
  • Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues
  • Ensuring all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately
  • Achieve all key performance indicators and achieve best in class performance
  • Participate in continuous improvement initiatives
  • Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles
  • Adheres to and participates in all EHS practices and standards across the site, including but not limited to proactive reporting of observed hazards and recommendations to ensure the safety and wellbeing of self and others.
  • Amenable to work on non-traditional shift schedules and on holidays: 3 headcount for 2nd shift (2:30pm-11pm) with staggered rest days.


  • Bachelor’s Degree
  • OR in the absence of a degree, 6 years of relevant experience is required
  • Experience in resolving customer complaints and problems
  • MS Outlook, Excel, PowerPoint, Word proficient
  • Strong numerical, written, and verbal communication and reasoning skills
  • Experience analyzing and troubleshooting challenging and uncommon scenarios
  • Ability to manage time-sensitive and high-pressure situations without supervision
  • Aerospace or manufacturing industry experience
  • SAP experience
  • Salesforce experience
  • Reporting, database manipulation and/or VBA is a plus

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.

At Collins Aerospace, our customers are at the core of our business. And meeting each of their unique needs is the key to our success. The Customer & Account Management organization plays a critical role at Collins Aerospace both internally and externally. We provide executive-level support to major original equipment manufacturers and defense customers, and support our Strategic Business Units (SBUs) by augmenting key relationships and maintaining an excellent customer experience. Internally, we develop and support our SBUs by strategically planning and capturing future growth opportunities while ensuring customer satisfaction. If you want to advance your career while contributing to a vision that helps our customers redefine the aerospace industry, then consider landing here!

We make modern flight possible for millions of travelers and our military every second.  Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems or creating a positive in-flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy. Join us as we take flight!

Collins Aerospace Diversity & Inclusion Statement:

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.


* 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.

RTX 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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