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Product Support Specialist

6992

Product Support Specialist

Category: Customer Service

Job ID: 6992

Location: Crawley, England

Posted Date: November 20, 2017

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Requisition ID: 6992

Want to work with some of the most talented, dedicated people on the planet? Do you value relationships, commitment, innovation and integrity? Want to be a part of a company that has been named numerous times as America’s Best Employer in Aerospace and Defense by Forbes magazine?

Then Rockwell Collins is the place for you. Join our team and build a rewarding career while helping to deliver the most trusted source of aviation and high-integrity solutions in the world.

We are currently searching for a Product Support Specialist to join our team in Crawley, West Sussex. At Rockwell Collins, we believe a solid work-life balance creates a healthy lifestyle and inspires creativity and innovation. We value our people and invest in their development, growth and success at our company by providing development opportunities through Rockwell Collins training, networking and mentoring.

Interested yet? Apply now and embark on your next worthwhile adventure!

Job Summary

Rockwell Collins ARINC is the global industry leader across a wide range of aviation products and services.
The Product Support Specialist will support the Cabin Connectivity and Flight Deck Satellite Communications teams to resolve technical support queries. They will have a pro-active attitude and be passionate about customers and service, with a strong will to make a difference.
Understanding of ITIL incident management and change management processes across a truly global organisation would be highly advantageous.

Job Responsibilities

The Product Support Specialist will be responsible for:

* Ensuring incidents are managed and completed in a timely manner.

* Commissioning and troubleshooting multiple SATCOM services.

* Utilising the current SATCOM lab to test/replicate known issues and then work with the relevant teams to resolve.

* Release management of software. Working collaboratively with multiple teams to ensure tight deadlines are met.

* Updating and creating process documentation and knowledgebase articles to improve support processes.

* Support BAU activities when required.

* Act as a point of escalation for more technical / complex issues.

* Provide Training to internal and external customers on multiple applications when necessary.

* Identifying potential areas for service improvement, then suggesting and planning activities to improve the customer experience.

* Able to travel internationally when required.

* Out of hours support on an on-call rota basis.

Basic Qualifications

Qualifications:

Advantageous skills to have:

* Excellent written and verbal communication skills.

* Good all round technical/networking skills.

* Strong organisational, time management and administrative skills.

* Excellent customer service skills.

* Excellent Microsoft Office skills, including Excel and PowerPoint.

* Good analytical and problem solving skills.

* Excellent attention to detail.

Personal Attributes:

* Customer oriented attitude.

* Able to set priorities and manage workloads in order to meet deadlines whilst paying attention to detail.

* Able to be proactive and use initiative at all times.

* Able to follow processes and procedures.

* Strong organizational time management and administrative skills.

* Excellent communication (written and verbal) and interpersonal skills.

* Ability to manage high degree of multi-tasking.

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

Rockwell Collins is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, gender, sexual orientation, gender identity, disability, or any other protected status.

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