Date Posted:
2023-10-17 Country:
Japan Location:
4F Atago Green Hills MORI Tower, 2-5-1 Atago, Minato-ku Tokyo, 105-6204 Japan Position Role Type:
UnspecifiedCollins 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.

As the business grows and expands, there may be additional services added to the regional portfolio.
Reporting to the Asia Pacific Head of Customer Success Management, this position will be based in Japan (Tokyo).
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 customers

Job 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
• Business level English and Japanese language (written and spoken) due to market coverage i.e., Japan
• Excellent time management skills
• Ability to deal with ambiguity
• Effective verbal and written technical communication skills in English and Japanese
• Strong interpersonal and customer support skills
• Self-motivated and proactive
• Able to travel

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 possibility

RTX 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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