Sr Technical Support Specialist (Flight Operations System - FOS)
Rockwell Collins - Houston, TX

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Sr Technical Support Specialist (Flight Operations System - FOS) - FOS00000002 Description
      The Technical Support Specialist will provide our customer base with world-class customer service via second/third-tier support for the Flight Operations System (FOS) product. Primary duties include phone and email-based customer service/technical support for FOS, rotating on-call/after-hours support of the technical support hotline, ownership of customer issues from initial research to final resolution, testing of system enhancements, deployment of new installs and occasional travel for product demonstration/customer training.

      Specific duties include:
      • Answer and resolve incoming phone calls and email communications, which include "on-call" (evening and weekend) rotations
      • Communicate with system users to identify, explain, and resolve issues which cannot be solved by tier one support personnel
      • Recording details of customer issues into an issue tracking system and translate customer inputs into a corrective action plan
      • Coordinate with internal engineering resources to assist with resolution of system errors or assist with custom development efforts
      • Test new functionality and bug fixes
      • Support data migration, data conversion, data loading for background FOS data
      • Support our FOS Hosting environments
      • Develop operating instructions and training materials/videos
      • Deliver training classes to customers, both on-site and at our facility in Houston
      • Travel 0-20% of the time, depending on customer demand
      Desired skills:
      • Customer Service Orientation - Provides customers with quality experiences, establishing and maintaining effective relationships with both internal and/or external customers
      • Conscientiousness - The state of being thorough, careful and vigilant, i.e. the desire to do the job right the first time
      • Ability to Multi-task - No two days are ever alike, so flexibility and ability to adapt to a constantly changing level of time demands is required
      • Meet Commitments - Constantly strive for 100% complete and accurate deliverables to internal and external customers within a very short time period (typically same business day)
      • Analysis - Demonstrates the ability to provide a logical, in-depth analysis of a problem or situation
      • Listening - Consistently practice attentive and active listening and accurately restate the opinions of others
      • Independent and Team-Player - Operate effectively alone on a given assignment/project while supporting the rest of the team's needs
      Desired Qualifications:
      • A minimum experience of 3 years of FOS utilization
      • A minimum experience of 4 years working in a flight scheduling/dispatching department
      • A good working knowledge of all aspects of flight department operations
      • Proficiency with the Microsoft Office suite
      • Previous experience with FOS Mobile app
      • Bachelor's degree and four years of experience, or in the absence of a bachelor's degree, ten years of related experience
      Bachelor's degree in appropriate discipline, and four years of related
      experience, or, in the absence of a bachelor's degree, ten years of
      related experience.
      Rockwell Collins is an equal opportunity employer committed to
      building a diverse global culture that values teamwork, integrity,
      innovation, leadership, and an unwavering commitment to our customers.
      Job Customer Service
      Primary Location United States-Texas-Houston, TX

      Organization Applications & Services
      Schedule Full-time

      About this company
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