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Raytheon Technologies Technical Support Manager - Flight Operations System (Remote) in Houston, Texas

Date Posted:

2021-11-17-08:00

Country:

United States of America

Location:

HTX35: Houston, TX 2925 Briarpark Dr, 7th Floor , Houston, TX, 77042-3720 USA

The FOS Technical Support Manager will lead teams of experienced professionals in Product and Technical Support for our Flight Operations System (FOS) and next generation scheduling products. They will establish objectives and guidelines for FOS Technical Support activities. They will resolve escalated complex technical problems and provide oversight to technical analysis. They will implement continuous improvement initiatives for FOS Technical Support processes to ensure maximum effectiveness and efficiency.

The ideal candidate has experience running a 24x7x365 operation and is a transformational leader with vast experience in implementing change to an organization.

The candidate will lead a global team and can work from any US location.

Primary Responsibilities:

  • Provides 24x7x365 Product and Technical Support in a call center/help desk environment

  • Coaches experienced team members and provides feedback, when required, to help them solve problems and build capabilities

  • Responds and handles complex calls with high profile customers to ensure smooth and effective operations

  • Prioritize resources to ensure cost effectiveness and coordination of activities

  • Monitors KPIs to ensure productivity targets are achieved

  • Consolidates analytic results and presents information to managers to improve product and technical service operations

  • Handles complex customer matters and escalates more complex issues to appropriate level to satisfy customer requirements

  • Leads and advises team members with routine/more complex tasks , when required, to help them solve problems and also build capabilities

  • Coordinates with Technical Support representatives to identify customer training and support needs

  • Will act as the Voice of the Customer on several integrated project teams (IPTs) in the Collins Management System (CMS)

  • Collaborate with other areas of the business to assure we are meeting their needs and considering their inputs

  • Resolves issues surrounding installation, usage, upgrade and training on products

  • Coordinates onsite customer service and training

  • Completes proper documentation of issues

Travel Requirements: up to 20%

Required Qualifications:

  • Bachelor’s degree and 5 years of prior relevant experience OR

  • In absence of a degree, 9 years of relevant experience is required

  • Engineering/Other Technical Positions: Bachelor’s degree (typically in Science, Technology, Engineering or Mathematics (STEM)) and a minimum of 5 years of prior relevant experience unless prohibited by local laws/regulations.

  • 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.

  • Strong interpersonal/communication skills (written and verbal).

  • Self-starter with good motivational skills.

  • Excellent time management skills including prioritizing, planning, organization and multitasking.

Required Skills:

  • Ability to interface with employees at all levels of the organization with diplomacy and tact

  • Ability to influence and direct others towards continuous improvement

  • Ability to multi-task with strong organizational skills and ability to prioritize

  • Ability to lead change

  • Excellent computer skills, including skill in Microsoft Office applications

  • Strong written, verbal, and presentation skills

  • Strong analytical skills

Preferred Qualifications:

  • Familiarity with and expertise in Flight Operations System (FOS) scheduling software

  • A history of increasing responsibility in a 24x7x365 technical operations environment

  • Vast change management experience

  • Experience and established understanding of commitment follow through and customer satisfaction

  • Lean skills and the ability to learn and apply new concepts

  • Experience in software/services/project process improvement

  • 5 years or more experience in the aviation industry with knowledge of aircraft communications, cabin connectivity and aircraft and crew scheduling

  • In-depth knowledge of professional services delivery

  • Demonstrated matrix team leadership skills, ability to influence others outside of direct reports

    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.

    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

  • Employee Scholar Program, tuition reimbursement program

  • 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

  • Incentives for a Healthy You

  • Bright Horizons, back-up child / elder care and college coach resources

  • Autism Benefit

  • Doctor on Demand, virtual doctor visits

  • Adoption Assistance

  • 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.

    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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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.

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