Raytheon Technologies Senior Customer Service Technician in Annapolis, Maryland
United States of America
HMD31: Annapolis, MD 2551 Riva Road , Annapolis, MD, 21401-7435 USA
This position is for a senior Customer Service technician who is under general supervision. Responsible for answering basic customer inquiries on product availability, maintenance, and the status of orders and maintaining records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. May assist in orienting, training and assigning the work of technical/business support employees.
* THIS POSITION IS FOR THE SWING SHIFT 3:00PM-11:30PM *
Handle incoming calls and ascertain if the call is of a customer service or technical nature.
Open call and trouble tickets in our ticketing system database for all incoming inquiries.
Process and/or forward technical problems to field technicians or on-call engineers as appropriate for resolution.
Track open trouble tickets to resolution.
Interface with Operations Center personnel customers technicians and management.
Use ping commands to verify connectivity of airport equipment.
Troubleshoot/configure airport devices used for the management of air passenger baggage.
The successful candidate must:
Demonstrate strong customer service and communications skills – both written and verbal good computer skills good problem solving skills good multi-tasking skills and ability to work independently.
Demonstrate basic understanding of digital communications and network environment
Demonstrate strong analytical and effective problem solving skills
Be able to work in a 24x7 operations environment and willing to work a rotating shift schedule.
* This position is considered essential personnel who must be onsite*
High School Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience.
OR In the absence of a HS diploma, GED or AA/AS degree, 6 years of relevant experience is required.
Must be authorized to work in the U.S. without sponsorship now or in the future. Collins Aerospace will not offer sponsorship for this position.
One or more years of customer service experience, required.
Excellent customer service skills, outstanding phone skills, good typing skills.
Basic knowledge of MS Windows and Office applications.
Basic knowledge of digital communication and network environment
Strong analytical and effective problem solving skills.
Familiarity with Remedy or Service Now ticketing systems desired
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 aviation electronics and information management solutions for commercial and military customers across the world. That means we’re helping passengers reach their destination safely. We’re connecting aircraft operators, airports, rail and critical infrastructure with intelligent data service solutions that keep passengers, flight crews and militaries 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.
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.
WE ARE REDEFINING AEROSPACE.
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
Life insurance and disability coverage
Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, critical illness insurance, group legal
Ovia Health, fertility and family planning
Employee Assistance Plan, including up to 5 free counseling sessions
Redbrick - Incentives for a Healthy You
Doctor on Demand, virtual doctor visits
Best Doctors, second opinion program
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.
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.
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.
Click on this link (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms
Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.