Senior Customer Service Technician (Onsite)

Date Posted:
2024-10-31
Country:
United States of America
Location:
HMD31: Annapolis, MD 2551 Riva Road , Annapolis, MD, 21401-7435 USA
Position Role Type:
OnsiteAs the Senior Customer Service Technician, working under general supervision will be 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. Also, you may assist in orienting, training and assigning the work of technical/business support employees.This position is in Annapolis, Maryland and candidates must work 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.What YOU will do:

• 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.
• Troubleshoot/configure airport devices used for the management of air passenger baggage.
• Work in a 24x7 operations environment and work a rotating shift schedule.
• Mid shift (11:00a-7:30a) and will require shift work on all 7 days of the week to include holidays.

This position is an essential personnel position meaning that you may be required to report for work during inclement weather.Qualifications You Must Have:

• Typically requires HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience
• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
• One or more years of customer service experience.

Qualifications We Prefer:

• Excellent customer service skills, outstanding phone skills and typing skills.
• Prior experience with MS Windows and Office applications.
• Ability to work in a 24/7 Operational Environment.
• Experience in digital communication and/or network environment.
• Analytical and effective problem-solving skills.
• Understanding of ITIL practices.
• Experience with Remedy and/or ServiceNow platforms.

What We Offer BenefitsSome 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!Learn More & Apply Now!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.Our Connected Aviation Solutions team provides advanced information management systems, products and services that enable the connected ecosystem by bringing together Collins' unique breadth of aviation products with our smart digital solutions to help us enhance every aspect of the end-to-end travel experience. We help airlines, airports and business aircraft turn data into value to streamline operations, increase efficiency and reduce cost, enhance the passenger experience and contribute to sustainable flight. By combining the best networks, connectivity and data/analytics solutions, we're solving big problems for our customers and the world, while enhancing the security and connectivity of systems both on and off the aircraft, to help operators and passengers stay more connected and informed and create a more sustainable, efficient, reliable and enjoyable travel experience. Aviation connects the world. Our Connected Aviation Solutions team connects aviation. Sustainably. Seamlessly. Securely.*Please ensure the role type (defined below) is appropriate for your needs before applying to 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.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.The salary range for this role is 40,000 USD - 91,000 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.Privacy Policy and Terms:

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