Product Support Manager – Subject Matter Expert, SME

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RTX

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2020

🏭 Manufacturing

💼 Consulting

📦 Logistics

Manufacturing • Consulting • Logistics

RTX is a globally recognized aerospace and defense company dedicated to transformative technologies and era-defining innovation. It operates through various businesses, including Collins Aerospace, Pratt & Whitney, and Raytheon, with a focus on sustainable, connected flight and smarter defense systems. RTX is committed to diversity, equity, and inclusion across the company and aims to solve the world’s most complex problems with cutting-edge technology and talent. Additionally, RTX is involved in significant projects like upgrading the F135 Engine Core and developing missile-defense systems. The company emphasizes corporate responsibility and sustainable practices.

📋 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 across varying scope and complexity using data and root cause analysis • Identify customers’ actual needs and requirements efficiently • Apply problem-solving principles, concepts, practices, and procedures • Ensure timely resolution of customer support and assistance requests using established procedures • Engage colleagues and team members to provide corrective actions and resolutions to customer queries • Develop solutions to varied problems requiring evaluation of identifiable factors • Provide effective and timely problem-solving support for assigned systems and products • Maintain awareness of case status, deadlines, and priorities; provide accurate updates and ensure timely resolution • Support customer inquiries through portal, phone, and email interfaces as part of 24/7/365 technical support operations • Collaborate with Engineering, BU Product Support, Field Service, Final Assembly Line, and Logistics teams • Mentor, guide, or support peers in operational settings • Participate in Continuous Improvement and process-improvement activities

🎯 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 • Understanding and application of aviation principles, concepts, practices, and standards • Ability to solve systems and technical problems using data and root cause analysis • Ability to identify customers’ actual needs and requirements • Ability to apply problem-solving principles, concepts, practices, and procedures with guidance as needed • 3–4 years of experience in a customer-facing role 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 • Process improvement experience; CORE apprentice or champion certification preferred • U.S. citizenship required, as only U.S. citizens are authorized to access information under this program/contract

🏖️ 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, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, and 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 • 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 • Potential eligibility for annual short-term and/or long-term incentive compensation programs