Product Support Manager – Subject Matter Expert, SME

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🔥 6 minutes ago

🌾 Iowa – Remote

🌾 Iowa – Remote

💵 $107.5k - $204.5k / year

⏰ Full Time

🟠 Senior

🔴 Lead

✅ Product Manager

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RTX

WebsiteLinkedInAll Job Openings

10,000+ employees

🚀 Aerospace

🎖️ Defense

🏭 Manufacturing

💰 $200k Grant - RTX on 2024-11

Aerospace • Defense • Manufacturing

RTX is a multinational aerospace and defense company that brings together aviation and defense businesses—including Collins Aerospace, Pratt & Whitney and Raytheon—to design, manufacture and service aircraft engines, auxiliary power units, integrated aerospace systems and defense solutions. The company focuses on advancing technologies that power flight, strengthen national security and support government and commercial customers worldwide, with a global presence across the Americas, Asia-Pacific, Europe, the Middle East and Africa. RTX emphasizes engineering, manufacturing, and research to solve complex technical challenges for aviation and defense.

📋 Description

• Support Collins Aerospace avionics products and systems, including Flight Management Systems, Navigation, Communication, Autopilot, Cabin Management, and related systems • Plan, schedule, and arrange activities to accomplish objectives • Solve systems and technical problems using data and root cause analysis • Identify customers’ actual needs and requirements • Ensure timely resolution of customer support and assistance requests • Engage colleagues and team members to provide corrective actions and resolutions • Develop solutions to problems requiring evaluation of identifiable data factors • Provide timely problem-solving support for assigned systems and products • Drive high customer satisfaction and product reliability • Support a unified 24/7/365 technical support organization serving inquiries via portal, phone, and email • Collaborate with Engineering, business unit Product Support, Field Service, Final Assembly Line, and Logistics teams

🎯 Requirements

• University Degree and minimum 8 years of prior relevant experience, or an Advanced Degree in a related field and minimum 5 years of experience • Experience participating in or supporting Continuous Improvement activities • Experience using CRM or similar digital customer-support tools • Experience mentoring, guiding, or supporting peers in operational settings • Aviation knowledge and experience • Understanding of Collins Aerospace avionics and equipment preferred • Extensive aviation maintenance training and expertise beneficial • Familiarity with Power and Control or Interiors systems preferred but not required • Complete understanding and application of aviation principles, concepts, practices, and standards • Ability to solve systems and technical problems at various levels of scope and complexity • Ability to question and discover customers’ actual needs and requirements • Ability to understand and apply problem-solving principles, concepts, practices, and procedures • 3–4 years of customer-facing experience preferred; aftermarket experience is a plus • Product knowledge across a variety of Collins product lines preferred • Familiarity with 24/7 Technical Support operations preferred • Understanding of business process alignment, organizational change, and cross-functional execution preferred • CORE apprentice or champion certification preferred • U.S. citizenship required

🏖️ Benefits

• Medical, dental, and vision insurance • Three weeks of vacation for newly hired employees • Generous 401(k) plan with employer matching funds and separate employer retirement contribution • Lifetime Income Strategy option • Tuition reimbursement program • Student Loan Repayment Program • Life insurance and disability coverage • Optional pet insurance • Optional home and auto insurance • Optional additional life and accident insurance • Optional critical illness insurance • Optional group legal coverage • Optional ID theft protection • Birth, adoption, and 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 • Flexible work schedules • Employee Scholar Program • Paid time off and holidays • Annual short-term and/or long-term incentive compensation programs may be available; payments are not guaranteed