[Hiring] OEM Support Specialist @RTX

Role Description

The OEM Support Specialist will be responsible for creating and growing relationships with customers, prospective customers, Original Equipment Manufacturers (OEMs), and Service Centers in their assigned account areas. This position will provide onsite technical support, guidance, and training to a varied group of customers and prospects within their assigned region. The candidate will act as technical liaison between customers served, Collins Aerospace - ARINCDirect sales personnel, and the ARINC Direct business unit based in Annapolis, MD. The OEM Support Specialist will also use their extraordinary customer service skills to provide sales and technical support to their assigned accounts, assist teammates when necessary, grow the ARINCDirect business by identifying prospective customers, and otherwise contribute to the growth of the ARINCDirect service offering. The OEM Support Specialist will be responsible for identifying account needs and requirements and will document said needs clearly and effectively for the business unit. The candidate will work closely with system and software engineering on product enhancements.

This is a remote position. Due to customer support needs, candidate must be located in the midwest region of the United States preferably near Wichita, KS or St Louis, MO. This position will travel approximately 40%.

What You Will Do

• Provide onsite technical guidance or support for all ARINCDirect products and services.
• Provide onsite avionics configuration support, troubleshooting support, and comprehensive training on the use of ARINCDirect applications to a varied customer base.
• Manage relationship within your assigned OEMs, completions centers, and service centers.
• Identify new sales prospects within your accounts, including customers taking delivery of new aircraft.
• Introduce ARINC Direct to new operators; upsell ARINC Direct products to existing customers.
• Gather account requirements and act as a liaison between customers, prospects, OEMs, Service Centers, other Collins Aerospace - ARINCDirect staff, and the ARINCDirect business unit.
• Identify obstacles to product growth and propose solutions/action items.
• Serve as a customer advocate.
• Assist with Technical Publication writing and updating.
• Assist other regional managers when necessary.
• Coordinate the ARINCDirect account activation/commissioning processes.
• Submit required forms, configure, test, and train customers.
• Work successfully in a dynamic environment and anticipate and mitigate problems using conflict resolution skills.
• Manage multiple accounts and activities simultaneously.
• Provide excellent communication and interpersonal skills to internal and external customers.
• Travel approximately 40%.

Qualifications

• Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience.
• Candidate must have four (4) or more years in Customer Service, Marketing, or Technical/Engineering experience and four (4) or more years in customer support functions, including account management, or as a field service representative within the aviation or transportation industry.
• Experience working with computerized flight planning, aviation weather reporting systems, aircraft communications, including but not limited to, ACARS and SATCOM systems in the flight deck and cabin environments, cabin communications.
• Business aviation experience in one or more of the following areas: pilot, engineer, maintenance technician, dispatch, aircraft sales/brokerage, aviation management, aircraft completions, FBO operations, or related field position.

Requirements

• Experience in OEM sales, completions, service centers or avionics technician with an authorized service center or repair facility.
• Knowledge of business jet cabin voice and cabin communications protocols and technologies.
• BS in Aviation/Tech-related field, or equivalent experience.
• Motivated self-starter with problem-solving talent and ability to work independently.
• Candidates with previous experience working remotely are preferred.
• Strong computer and technical writing skills.

Benefits

• Medical, dental, and vision insurance.
• Three weeks of vacation for newly hired employees.
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
• Tuition reimbursement program.
• Student Loan Repayment Program.
• Life insurance and disability coverage.
• Optional coverages you can buy: pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
• Birth, adoption, 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.
• And more!