United Technologies Corporation Technical Service Representative in Windsor Locks, Connecticut

Job ID: 73098BR

City: Windsor Locks

State: Connecticut

Country: United States

Category: Aftermarket & Sales

Job Type: Full Time

Description:

When the global aerospace community looks for ideas and solutions to its biggest challenges, they turn to the people of UTC Aerospace Systems. We design, invent and deliver the most advanced and diverse range of aerospace systems on the market. We are inventors. We are manufacturers. We work in space exploration, commercial air travel, defense and rescue applications. Always learning and pushing the boundaries, we are an undisputed industry leader that continually sets the bar higher and higher. Come soar with us.

At UTC Aerospace Systems, we’re ushering in a new era of customer service, with sophisticated tools that enable real-time customer connections and service anticipation techniques. We combine these innovations with responsive repair performance, product support and issue resolution for our global customers. Anytime. Any place. It’s this kind of best-in-class support that has kept our customers coming back for the past 100 years. Want to join the largest aftermarket network in the industry, with more than 50 maintenance, repair and overhaul (MRO) locations across 26 countries? You can learn from the best while bringing your fresh perspective and enthusiasm for customer service to our team. If those closest to you would use the words “reliable” and “dependable” to describe you, you could be a good fit for our team!

Based in Windsor Locks, Connecticut, the UTC Aerospace Systems Customer Response Center (CRC) is a 24 hours per day, 365 days per year operation. The CRC is dedicated to the resolution of aircraft on ground (AOG) critical hardware and technical support requirements for the global customers of UTC Aerospace Systems. The CRC has established a 24/7 customer service helpdesk that tracks and resolves operator and MRO issues. Responsibilities: The main customer service helpdesk of the CRC is comprised of 2 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 day operation.

Primary Responsibilities:

  • Effectively process technical inquiries received through phone calls and emails by fully understanding customer needs and documenting their requests.

  • Perform research to support timely and complete resolution of technical inquiries.

  • Manage the issue resolution process by clearly identifying customer issues and conveying the correct sense of urgency to supporting organizations.

  • Work closely with supporting organizations and act as the voice of the customer to ensure appropriate updates and full issue resolution is provided to the customer.

  • Maintain strong customer relationships through timely, professional, and courteous communications.

  • Actively participate in departmental ACE activities and embrace ACE culture.

  • Achieve all key performance indicators and achieve best in class performance.

  • Understand and adhere to US export controls regarding the transferring of technical data.

Please use the link below to access a video with more information about the CRC: https://www.youtube.com/watch?v=8AHE1tMUGcc

Qualification:

Basic 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 verbal and written communication skills.

  • Proficient in MS Excel, Word, PowerPoint, and Outlook.

  • Excellent interpersonal, time management, and decision making skills.

Preferred Qualifications:

  • Minimum of 3 years work experience in a customer focused role.

  • Engineering, Aerospace industry, or related technical experience along with strong customer service skills.

Education:

Required:

  • Bachelor's degree with 4+ years experience or

  • Master's degree with 2+ years experience.

Preferred:

  • Degree in Engineering or related technical field.

Nothing matters more to UTC Aerospace Systems than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.

Note:

  • Background check and drug screen required (every external new hire in the U.S.)

  • Drug Screens for re-hires only performed for previous employees who have been gone from company for more than 1 year.

UTAS4220182

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.

Qualification:

Basic 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 verbal and written communication skills.

  • Proficient in MS Excel, Word, PowerPoint, and Outlook.

  • Excellent interpersonal, time management, and decision making skills.

Preferred Qualifications:

  • Minimum of 3 years work experience in a customer focused role.

  • Engineering, Aerospace industry, or related technical experience along with strong customer service skills.

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.