Customer Success Manager - Tech Ops / Networks - Remote UK

The successful candidate will be responsible for technical support and Customer Success to our customers within the Europe, Middle East and Africa Region. We are looking for an experienced professional in technical deployments and customer service, with an understanding of IT / Networks and service delivery management. In this role, you will apply your technical experience and customer focus to deploy products and services under the Collins - Connected Aircraft Solutions business unit and resolve a broad scope of technical issues ranging in complexity while providing a world class service experience

The role includes the following responsibilities:

• Conduct the technical deployment of products and services, including the process for setting up services for new and existing customers.


• Act as first point of contact for customers with issues relating to all services and products through identification, analysis, and recommendations for resolution, ensuring corrective action is successfully implemented. This will include but not limited to,


• Connected Cockpit Solutions including FOMAX (Flight Operations Maintenance Exchange), InteliSight AID, A350 MIAM.


• Ground Network messaging protocols.


• Avinet Suite including IP, VPN, MQ, Avinet Airport, Messaging


• Datalink technical issues (ACARS, CPDLC and SATCOM)


• Prepare, submit, and track cadence of Customer Service Orders and requests.


• Develop technical reports, service reviews and provide education for all customers and services as required.


• Close collaboration with Program and Project Management teams to deliver services and solution within projected deadlines.


• Taking ownership of any issues that are reported and working them through to resolution


• Service delivery - Conducting quarterly business reviews - providing airlines with feedback on performance metrics


• Ability to gather and collate technical information and to communicate it effectively with a variety of nationalities across multiple time zones


• Work in a collaborative way, contributing towards a culture of high quality and continuous improvement


• Any other duties as might be required commensurate with the role and grading
  
  Experience within airline operations environments.


• Experience working and supporting customers across numerous countries


• Cultural sensitivity and ability to build relationships with a wide range of people


• Must demonstrate solid interpersonal and customer support skills.


• Outstanding oral and written communications skills.


• Excellent analytical skills and attention to details


Essential Skills:

• Knowledge of Air to Ground and ground communication networks and systems


• Ability and confidence to interact with customers on all levels including Senior Directors, Engineering, Flight Operations, and business management.


• Fluent in Microsoft Office environment.


Desired Experience / Skills / Qualifications:

• Knowledge of AviNet, AMQS, Next Gen Flight Operation systems including EFB's, Predictive Health Maintenance (PHM), Flight Planning, FOMAX and other connected cockpit AID devices.


• Understanding Collins Datalink and Networks applications.


• Previous airline experiences to understand context with how customers use our solutions


• Understanding of Airline Operational processes and practices.


• Knowledge of aircraft avionics.


• CCNA / ITIL Certification


• Working knowledge of ITIL, IT and networking principles


• Nice to have - French Speaking


• Travel - 0 to 25% including some travel to Crawley

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.

At Collins Aerospace, we're dedicated to relentlessly tackle the toughest challenges in our industry - Whilst redefining aerospace.

At Collins Aerospace we are driving the industry forward through technological advanced and intelligent solutions for global aerospace and defense. Every day we imagine new ways to make the skies and spaces we touch smarter, safer, more efficient, and more amazing for our customers than ever. Together we chart new and exciting journeys, reuniting families, enhancing flight safety, and protecting nations whilst continually evolving our products and solutions to meet the expectations of tomorrows world, and we do it all with some of the greatest talent this industry has to offer.

We are Collins Aerospace, and we hope you join us as we continue to REDEFINE AEROSPACE.