Product Support Specialist
United Technologies
Crawley, United Kingdom (IMS INC)
5d ago

Crawley, United Kingdom (IMS INC)

We are currently seeking a Product Support Specialist for our Satcom division in Crawley.

Job Description

Collins Aerospace is the global industry leader across a wide range of aviation products and services. The Product Support Specialist will support the InFlight Connectivity Solutions team 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.

The Product Support Specialist will be responsible for :

  • Technical support related to the SatCom portfolio of products.
  • Dealing with customer issues, queries and problems.
  • Analysing trends and identifying problems and working with internal teams to resolve them.
  • Supporting customer installs and troubleshooting on aircraft as required.
  • Ensuring incidents are managed and completed in a timely manner.
  • Provisioning and troubleshooting multiple SATCOM services.
  • Daily management of the team mailbox.
  • Release management of software. Working collaboratively with multiple teams to ensure tight deadlines are met.
  • Updating and creating process documentation and knowledge base 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.
  • 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 accurately.
  • 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.
  • 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.

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