Date Posted:

2024-01-09

Country:

United States of America

Location:

HOH12: Wheels & Brakes - Troy 101 Waco Street, Troy, OH, 45373 USA

Position Role Type:

Hybrid

Collins Aerospace is seeking an experienced Manager, Customer Account Management. You will be responsible for the leadership and professional development of a team of Customer Account Managers in the pursuit of customer centricity support. You will lead the team through the day-to-day activities of customer communication regarding the placement of orders. You will also provide key communication, representing the needs of the customer within the business and the company’s policies to the customer. Your primary role is to actively monitor the needs of the customer to ensure satisfaction is maintained by deploying improvement strategies and communications to maintain targeted service levels.

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. Eligible for relocation.

Primary Responsibilities:

• Lead a team of Customer Account Managers (CAMs) and Contracts Analyst to ensure both customer and organizational expectations are met.
• Guide and assist team in solving complex client issues when required and building of meaningful relationships with the customer.
• Continually strives to improve the customer service experience by taking ownership of escalated customer issues, investigating and following them through to resolution.
• Responsible for recruitment, mentoring, development and creating a customer-focused environment within the team. Identify organizational development initiatives such as stretch assignment opportunities, talent management, training, and succession planning to ensure operational excellence & development of staff skills and team building.
• Responsible for ensuring that all customer requests are handled with professionalism and within a timely manner.
• Collect and consolidate information regarding customer interactions and transactions, analyze customer interaction and trends to facilitate future needs.
• Collaborate with other functional areas to set both internal and customer facing policies that balance customer and organizational needs; lead change management efforts to implement new processes and policies and ensure compliance.
• Responsible as the first point of escalation from Customer Account Managers
• Ensure that continuous feedback to the customer is maintained on quote and order status (backlog reports, portal updates, reschedule notices, verbal, and written communication).
• Communicate and deliver customer account processes and improvements to senior leadership.
• Travel up to approximately 10% domestically when circumstances permit.
• Perform other duties as required.

Basic Qualifications:

• Typically requires University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience or in absence of a degree, 12 years of relevant experience.
• U.S. citizenship is required, as only U.S. citizens are authorized to access the financial management system due to government contractual requirements.
• 3 years of experience in a customer facing leadership role.
• ERP software system experience (for example SAP, NetSuite etc.).
• Experience utilizing Microsoft Office- Excel, Word, MS Project, and PowerPoint skills.

Preferred Qualifications:

• Experience in effectively leading a remote team.
• Experience aerospace setting.
• Wheel Brake/Product knowledge.

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.

Our Advanced Structures team leverages advanced materials and additive manufacturing to develop complex interior and exterior solutions. These solutions ensure structural integrity of the aircraft, help aircraft take off and land, stay trim in the air, move forward, carry cargo and conduct rescues. We delight our customers with superior products and best-in-class service. Our global team is committed to continuous improvement – we work hard to make our solutions lighter-weight, stronger and more technically advanced, so that plane travel can be safer, more affordable, and more sustainable in the years to come. We are looking for the best and brightest to fly and land with us!

#reempowerprogram

This role is also eligible for the Re-Empower Program. The Re-Empower Program helps support talented and committed professionals as they rebuild their capabilities, enhance leadership skills, and continue their professional journey. Over the course of the 14-week program, experienced professionals will gain paid, on-the-job experience, have an opportunity to participate in sessions with leadership, develop personalized plans for success and receive coaching to guide their return-to-work experience. Upon completion of the program, based on performance and contributions participants will be eligible for a career at RTX

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.

• 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.

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!

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

Collins Aerospace Landing Systems Video

https://www.youtube.com/watch?v=7qcXPa0ZCeE

The salary range for this role is 96,000 USD - 200,000 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/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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