United Technologies Corporation Spclst, Customer Svc in Windsor Locks, Connecticut

Job ID: 64244BR

City: Windsor Locks

State: Connecticut

Country: United States

Category: Aftermarket & Sales

Job Type: Full Time

Description:

When the global aerospace community looks for ideas and solutions to its biggest challenges, they turn to the people of UTC Aerospace Systems. We design, invent and deliver the most advanced and diverse range of aerospace systems on the market. We are inventors. We are manufacturers. We work in space exploration, commercial air travel, defense and rescue applications. Always learning and pushing the boundaries, we are an undisputed industry leader that continually sets the bar higher and higher. Come soar with us.

At UTC Aerospace Systems, we’re ushering in a new era of customer service, with sophisticated tools that enable real-time customer connections and service anticipation techniques. We combine these innovations with responsive repair performance, product support and issue resolution for our global customers. Anytime. Any place. It’s this kind of best-in-class support that has kept our customers coming back for the past 100 years. Want to join the largest aftermarket network in the industry, with more than 50 maintenance, repair and overhaul (MRO) locations across 26 countries? You can learn from the best while bringing your fresh perspective and enthusiasm for customer service to our team. If those closest to you would use the words “reliable” and “dependable” to describe you, you could be a good fit for our team!

Based in Windsor Locks, Connecticut, the UTC Aerospace Systems Customer Response Center, commonly known as the CRC, is a 24 hours per day, 365 days per year operation. The center is dedicated to the resolution of aircraft on ground, critical spares and technical support requirements for the global customers of UTC Aerospace Systems.

The Center has established a 24/7 customer service helpdesk that not only tracks and resolves operator issues, but also provides a single data collection point for component performance trends.

Responsibilities

The main customer service helpdesk of the CRC is effectively split in to two functional teams, a technical team and an AOG Logistics team. Both teams operate a 12 hour shift rotation to enable a seamless 24-7, 365 operation.

The role of the Customer Support Representative is as follows:

  • Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of UTC Aerospace customers worldwide

  • Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems

  • Follow-up with customers on all issues and cases maintaining strong customer relationships

  • Work closely with other organizations to ensure required information is available to focus on resolving customer issues

  • Achieve all key performance indicators and achieve best in class performance

  • Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles

  • Please use the link below to access a video with more information about the CRC: https://www.youtube.com/watch?v=8AHE1tMUGcc

Qualification:

Required

  • A self-starter with the ability to manage time-sensitive, high-pressure situations without supervision

  • Results-oriented, customer-focused with a bias for continuous improvement

  • Excellent communication and interpersonal skills, time management, and decision making skills

  • 3+ years of experience in a customer focused role is required

Preferred​

  • Aerospace industry experience is preferred but strong customer service experience from outside the aerospace industry will also be considered

Work Environment

  • Shift work is required. The shift rotation operates as follows

  • Three 12 hour day shifts followed by three days off

  • Three 12 hour night shifts followed by six days off

  • Hours of work are as follows:

  • Day shift begins at 6.00 am and ends at 6.00 pm

  • Night shift begins at 6.00 pm and ends at 6.00 am

​Due to federal regulation or contracting requirements, this position is only available to U.S. persons.

Nothing matters more to UTC Aerospace Systems than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

Education:

2-3 years of customer service, process analysis, and troubleshooting experience

Preferred

BA/BS undergraduate degree strongly preferred

United Technologies Corporation 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.

Qualification:

Required

  • A self-starter with the ability to manage time-sensitive, high-pressure situations without supervision

  • Results-oriented, customer-focused with a bias for continuous improvement

  • Excellent communication and interpersonal skills, time management, and decision making skills

  • 3+ years of experience in a customer focused role is required

Preferred​

  • Aerospace industry experience is preferred but strong customer service experience from outside the aerospace industry will also be considered

Work Environment

  • Shift work is required. The shift rotation operates as follows

  • Three 12 hour day shifts followed by three days off

  • Three 12 hour night shifts followed by six days off

  • Hours of work are as follows:

  • Day shift begins at 6.00 am and ends at 6.00 pm

  • Night shift begins at 6.00 pm and ends at 6.00 am

​Due to federal regulation or contracting requirements, this position is only available to U.S. persons.

Nothing matters more to UTC Aerospace Systems than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

United Technologies Corporation 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.