Date Posted:

　　2023-12-05

　　Country:

　　Singapore

　　Location:

　　UE Square, 83 Clemenceau Ave, #11-05/08, Singapore 239920

　　Position Role Type:

　　Unspecified

　　Collins 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 Connected Aviation Solutions (CAS) business advances information management solutions for

　　commercial and military customers across the world. That means we are helping passengers reach

　　their destination safely.

　　Within the CAS business we connect aviation community stakeholders and airlines with intelligent data

　　service solutions to enable the connected aviation ecosystem. 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 CAS team today.Role Summary

　　The Singapore Customer Success Manager is responsible for managing and coordinating

　　the implementation and operational support of our products and services across Asia Pacific.

　　These services include but are not limited to:

　　• Networks and Connectivity Solutions

　　• Platforms, Applications and Analytics

　　• Enablement ProductsAs the business grows and expands, there may be additional services added to the regional portfolio.

　　Reporting to the APAC Head of Customer Success Management, this position will be based in

　　Singapore.

　　In this role, you will apply your technical experience and customer focus to deploy our aviation products

　　and services, resolve a broad scope of technical issues ranging in complexity and provide world class

　　customer service.The role will collaborate closely with the Project Management, Program Management, Product

　　Management teams, global engineering teams and partners/vendors in Asia Pacific to manage

　　service delivery of our aviation solutions and provide customer success support.In the Operations phase, you will apply your technical experience and customer focus to collaborate

　　with our Help Desk and technical support teams to resolve a broad scope of technical issues and

　　provide world class customer service.

　　A key measure of success for this role will be the ability to liaise with cross-functional teams within

　　and outside the company, to deploy solutions efficiently and successfully on time, provide excellent

　　customer support to achieve high customer satisfaction.Job Responsibilities

　　• Effective project management and timely implementation of our products and services across

　　Asia Pacific - collaborating with account and product managers, internal engineering teams,

　　shared services teams, and partners / subcontractors etc.

　　• Ability to manage multiple customers facing implementation projects/tasks simultaneously

　　• Incident Management - collaborate with the global Service Desk, internal teams and customers to

　　enable timely incident resolution, and ensure SLA compliance, high customer satisfaction

　　• Operations support - work closely with customers, internal technical teams, product managers to

　　ensure quality support and service levels

　　• Customer satisfaction - conduct regular service reviews, provide information about our products /

　　services, when required. Ability to build trusted relationships with customers, apply critical thinking

　　to customer interactions, understand customer feedback/ pain points and work with internal teams

　　to develop best value solutions

　　• Provide any key metrics or develop materials to address customer enquiries

　　• Maintain knowledge of Collins organization and products to provide the appropriate information

　　and support to customersJob Requirements

　　• 5 years technical experience including airline operations or in the aerospace industry

　　• Degree in a technical discipline or equivalent professional qualification (e.g., Aviation / Networks)

　　• Knowledge of aviation Datalink and/or ground communication networks

　　• Bilingual in English and Mandarin language (written and spoken) due to market coverage

　　• Excellent time management skills

　　• Ability to deal with ambiguity

　　• Effective verbal and written technical communication skills

　　• Strong interpersonal and customer support skills

　　• Self-motivated and proactive

　　• Able to travelPreferred Qualifications

　　• CCNA/ITIL Certification

　　• Familiarity with BI tools, data analytics

　　• Proficiency in tools such as ServiceNow, Smartsheet, Remedy

　　Collins Aerospace Diversity & Inclusion Statement:

　　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 possibilityRTX 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.

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