7 months ago
Sr. Support Representative
Business Unit UTC Aerospace Systems
Job ID 54037BR Date posted 09/22/City Windsor Locks
Based in Windsor Locks, Connecticut, the UTC Aerospace Systems Customer Response Center, commonly known as the CRC, is a 24 hours per day, 365 days per year operation. The center is dedicated to the resolution of aircraft on ground, critical spares and technical support requirements for the global customers of UTC Aerospace Systems.
The Center has established a 24/7 customer service helpdesk that not only tracks and resolves operator issues, but also provides a single data collection point for component performance trends.
The main customer service helpdesk of the CRC is effectively split in to two functional teams, a technical team and an AOG Logistics team. Both teams operate a 12 hour shift rotation to enable a seamless 24-7, 365 operation.
The role of the Senior Support Representative is as follows:
•Manage and resolve inbound Aircraft on Ground (AOG) and critical part demand for a variety of UTC Aerospace customers worldwide
•Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems
•Follow-up with customers on all issues and cases maintaining strong customer relationships
•Work closely with other organizations to ensure required information is available to focus on resolving customer issues
•Achieve all key performance indicators and achieve best in class performance
•Mentor, coach, and develop peers and associate customer service representatives on best practices
•Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles
•Candidate must be a U.S. citizen.
•Shift work is required. The shift rotation operates as follows:
-Three 12 hour day shifts followed by three days off
-Three 12 hour night shifts followed by six days off
•Hours of work are as follows:
-Day shift begins at 6.00 am and ends at 6.00 pm
-Night shift begins at 6.00 pm and ends at 6.00 am
*Experience / Qualifications
•A self-starter with the ability to manage time-sensitive, high-pressure situations without supervision.
•Results-oriented, customer-focused with a bias for continuous improvement
•Excellent communication and interpersonal skills, time management, and decision making skills.
•3+ years of experience in a customer focused role is required.
•Aerospace industry experience is preferred but strong customer service experience from outside the aerospace industry will also be considered.
*Education / Certifications
BA/BS undergraduate with 4-7 years of experience in similar or related role/function.
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.