Customer Account Manager; Onsite

Date Posted:  Country:
United States of America

Location:

US-NC-WILSON-4200 ~ 4200 Airport Dr ~ BLDG 4200 Position Role Type:
Onsite U.S. Citizen, U.S. Person, or Immigration Status Requirements:
This job requires a U.S. Person. A U.S. Person is a lawful permanent resident as defined in 8 U.S.C. 1101(a)(20) or who is a protected individual as defined by 8 U.S.C. 1324b(a)(3). U.S. citizens, U.S. nationals, U.S. permanent residents, or individuals granted refugee or asylee status in the U.S. are considered U.S. persons. For a complete definition of “U.S. Person” go here: https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62

Security Clearance Type:
None/Not Required Security Clearance Status:
Not Required

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense.

This role serves as a Customer Account Manager supporting our MRO Service Center in Wilson, NC. The position is responsible for responding to customer inquiries regarding product availability, maintenance needs, and order status while accurately documenting all interactions, issues, and resolutions. The ideal candidate demonstrates strong critical thinking, can multitask effectively, and thrives in a fast-paced, highly dynamic environment.

Maintain prompt, professional, and proactive communication with assigned customers, including regular status updates and weekly touchpoints as necessary. Serve as the liaison between customers and Collins Aerospace, communicating requirements clearly and escalating urgent needs such as AOG and MEL requests when appropriate. Display accurate and professional verbal and written communication at all times. Support customers through the entire repair process, including coordination of shipping activities.

Execute and manage SAP transactions related to customer order processing; primary focus on Sales Order creation (VA02) and understanding the impact of changes on connected documents/tables. Review purchase orders, service agreements, and product support agreements for accuracy and compliance. Manage Ready-to-Quote monitoring, quote generation and approval workflows. Support disputed invoice resolution and maintain ESD credibility across open customer orders. Handle Exchanges and Advanced Exchanges when required.

Manage Aging WIP in alignment with MRO reminder and return-as-is practices. Maintain accurate documentation of customer interactions, inquiries, complaints, and actions taken. Ensure compliance with file storage, document traceability, scanning requirements, and retention policies. Support disposition of warranty claims and process customer credits or debits. Assist in penalty claim reviews and On-Time Delivery RCCA efforts. Maintain understanding of International Trade Compliance, Kidde Quality Management System, customer property systems, FAR/DFAR requirements, and airworthiness regulatory obligations.

Support Service Bulletin and Airworthiness Directive campaigns that impact assigned accounts. Produce clear, concise, and effective verbal and…