Customer Service Manager

**Primary Responsibilities**:- Manages professional level employees that enter customer data into databases; monitors the databases and notes where updates are needed in order to generate reports and statistics on sales and customers in a timely manner.- Oversees and guides employees in the compilation of customer service data and moderately complex analyses that focus on business planning, sales forecasting and product quality measures.- Oversees databases containing information on customer problems and corrective procedures that will be used as resources for customer problem resolution.- Guides employees on the use of computer programs to ensure data are compiled and customer statistics are calculated accurately.- Reviews moderately complex statistical analysis of sales data to assist with sales execution and growth objectives.- Guides employees to develop and review reports regarding sales and customer activities as requested by management and other business leaders.- Performs duties related to overall customer service including post-sales support.- Provides updates and prepares presentations to senior leadership at corporate office when required- Responsibility for entire systems, as well as to lead projects that may span across operational units or functional areas; accountable for budget, staffing, and business/operational results- Delegates work to senior professional or lead contributors within the group; responsible for establishing outsourced relationships- Ensures that employee engagement and development is a top priority- Enable and empower the team to produce results in a rapid moving environment- Conducts process improvement events to ensure an evolving and improved customer experience; responsible for meeting with and delivering results to the customer, either on-site, or at their facility - travel is required to meet this commitment- Responsible for maintaining positive customer relationships by ensuring visits by the team and associated supports groups to achieve this robust customer experience**Basic Qualifications**:- Bachelor’s degree and 8+ years of prior relevant experience; OR an Advanced degree and 5+ years of prior relevant experience- Must have fluent English communication (Bilingual)**Preferred Qualifications**:- Strong understanding of Customer Service value streams notably on engine Maintenance Repair and Overhaul operations- Prior experience in customer support environment is preferred.- Demonstrated strong communication skills with all levels of management including executives and be able to present complex information to various audiences- Strong facilitator skills- Strong negotiation and contract management skills- Strong in building and maintaining relationship with key stakeholders- Flexible, resilient and resourceful to adapt to a constantly changing and high-pressure environment- Results-driven, demonstrated ability to plan, organize and manage resources to meet objectives within defined time frames- Preferable Knowledge of FAA and EASA certificationsCollins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.Our Avionics team advances aviation electronics and information management solutions for commercial and military customers across the world. That means we’re helping passengers reach their destination safely. We’re connecting aircraft operators, airports, rail and critical infrastructure with intelligent data service solutions that keep passengers, flight crews and militaries connected and informed. And we’re providing industry-leading fire protection and safety systems that our customers can count on when it matters most. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our Avionics team today.**Diversity drives innovation; inclusion drives success**. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.**WE ARE REDEFINING AEROSPACE.**:At Collins, the paths we pave together lead to limitless possibility. And the bonds we form - with our customers and with each other - propel us all higher, again and again.