Customer Service Assistant

Collins Aerospace; Crawley; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading aerospace and defence company in Crawley is seeking an experienced Customer Success Manager. This role requires strong technical knowledge and experience in customer service, as well as in-depth understanding of air-to-ground communications and operational systems in aviation. The successful candidate will manage technical accounts, enhance customer relationships, and deliver training effectively. A minimum of 3 years’ relevant experience and fluency in Microsoft Office are crucial, with additional language skills considered a plus.

Qualifications

• Minimum of 3 years’ experience in a similar role.
• Knowledge of air-to-ground and ground communication networks and systems.
• Ability to interact with customers at all levels.

Responsibilities

• Conduct technical account management and deployment of products and services.
• Deliver customer success management and service delivery.
• Develop and provide technical training for customers.

Skills

Customer service

Technical knowledge

Air-to-ground communications

IT/Networks

Problem-solving

Fluent in Microsoft Office

Language skills (Spanish, French, Arabic)

Job description

Collins Aerospace, an RTX company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defence industry. We are currently on the lookout for a Customer Success Manager to join our team. The role requires technical knowledge, customer service and technical deployment experience, with an understanding of IT/Networks, air-to-ground communications, and operation systems in the aviation arena.

What You Will Do

• Conduct technical account management and deployment of products and services, including the process of setting up services for new and existing customers.
• Deliver sound customer success management and service delivery by fostering close relationships with customers, understanding their needs and operations, identifying new opportunities, and conducting quarterly business reviews to enhance our service offerings.
• Develop and provide technical training for all customers and services as required.
• Close collaboration with product owners and program management teams to deliver services within projected deadlines; provide feedback and share product enhancement requests/ideas from customers to supplement product improvement.
• Act as the first point of contact for customer success related issues for all services and products through identification, analysis, and recommendations for resolution, ensuring corrective action is successfully implemented and communicated to the customer.

This will include but is not limited to:

• Datalink technical issues (ACARS, CPDLC, and SATCOM)
• Connected Cockpit Solutions including FOMAX (Flight Operations Maintenance Exchange) for Airbus family aircraft, InteliSight AID, A350 MIAM.
• Ground Network messaging protocols.
• Flight Hub – Flight Plan & Tracking, optimization and Electronic Flight Folder systems.
• Aircraft‑predictive health maintenance solutions.

Qualifications

• Minimum of 3 years’ experience in a similar role.
• Knowledge of air-to-ground and ground communication networks and systems.
• Ability and confidence to interact with customers on all levels, including senior directors, engineering, flight operations, and business management.
• Fluent in Microsoft Office.
• Understanding of airline operational processes and practices (highly desirable).
• Certifications: CCNA / ITIL (highly desirable).
• Working knowledge of ITIL, IT, and networking principles.
• Language skills in Spanish, French or Arabic (highly desirable).