Rockwell Collins Avionics Technical Support Specialist in Annapolis, Maryland

Category: Customer Service

Job ID: 2035

Location: Annapolis,MD

Requisition ID: 2035

Rockwell Collins is a leader in aviation and high-integrity solutions for commercial and military customers around the world. Every day we help pilots safely and reliably navigate to the far corners of the earth; keep warfighters aware and informed in battle; deliver millions of messages for airlines and airports; and help passengers stay connected and comfortable throughout their journey. As experts in flight deck avionics, cabin electronics, cabin interiors, information management, mission communications, and simulation and training, we offer a comprehensive portfolio of products and services that can transform our customers' futures.

With 30,000 employees working around the globe and a network of operations spanning 150 countries, Rockwell Collins is positioned to meet customers’ needs with innovative and reliable products and systems and by delivering superior customer value, service and support.

We are currently searching for a Avionics Technical Support Specialist to join our team in Annapolis, MD (INC) (5010). Employing some of the most talented, dedicated people on the planet is not by chance. People from all over the globe choose Rockwell Collins as the place to build a rewarding career, while helping create and deliver communications, integration, and engineering solutions that our global customers demand so that our world keeps moving and stays connected. It’s an exciting time to become a part of our team!

ARINCDirect Flight Support Services provides a complete suite of web-based flight support services, including flight planning, weather, and flight deck and passenger communications to its worldwide business aviation customers.

As the Avionics Technical Support Specialist, you will be responsible for providing avionics, aircraft, and systems troubleshooting support to both existing and prospective customers. You will also use your extraordinary customer service skills to provide training and activation support to newly added customers by articulating technical material to both technical and non-technical individuals. Like innovation? You will also work closely with system and software engineering on product enhancements, new product testing, and R&D.

Other duties include, but are not limited to:

  • Providing remote and occasional onsite technical guidance for all ARINCDirect products and services, including flight planning, weather, flight deck and cabin communications systems. Support for avionics systems includes VHF datalink, Inmarsat and Iridium data, voice, and internet services.

  • Providing avionics configuration support, troubleshooting support, and comprehensive training on the use of ARINCDirect applications to a diverse customer base. Candidate will be identifying and working problems in both the flight deck and cabin environments.

  • Gathering regional requirements and act as a liaison between customers, prospects, OEMs, Service Centers, other IMS staff, and the ARINCDirect business unit. Identify obstacles to product growth and propose solutions/action items. Serve as a customer advocate and as an internal customer for product enhancements.

  • Setup and configure test bench equipment for cockpit and cabin communication product support.

  • Validating the ARINCDirect account activation/commissioning processes as needed for troubleshooting process. Provision, configure, test, and train others for services including ACARS, Iridium, FANS1A+, CPDLC/ADS-C, Inmarsat including Classic, Swift64, Swift Broadband and Jet ConneX.

  • Ability to work adjusted work schedule based on customer needs and current projects.

The ideal candidate should possess:

  • Five (5) or more years of working experience with Business Aviation Aircraft. With interworking's of software-based applications and hardware, network infrastructure, wireless technology, embedded and real-time operating systems, mobile IP, broadband techniques and data structures, associated system security and open architectures.

  • Working knowledge of aircraft communications systems, including but not limited to ACARS and SATCOM systems in both the flight deck, telephony and cabin environments.

  • Have working knowledge Inmarsat and Iridium satellite constellation systems.

  • Motivated self-starter with problem-solving talent, applicant must be able to self-manage and work independently as well as in a team.

  • Candidate must have excellent communication and interpersonal skills with the ability to prepare and provide technical reports in a clear and concise manner to internal and external customers that have varied level of technical competencies.

  • Detail-oriented, highly organized with the ability to work on multiple issues and activities simultaneously.

  • Ability to work well in dynamic environment and to anticipate and mitigate problems.

  • Must have excellent conflict resolution, troubleshooting and customer service related skills.

Desired Experience:

  • Eight (8) or more years of customer service, field service, or technical/engineering experience related to business aviation and/or avionics systems installed on aircraft.

  • Experience avionics maintenance technician, system troubleshooting, and system verification testing.

  • Troubleshooting onboard cabin networks and telephony issues with various interfacing systems regarding cabin management.

  • Experience in aircraft completions, service centers or avionics technician with an authorized service center or repair facility.

  • Multi-lingual (Preferred: English/Spanish/French) with good sense of global and regional idiosyncrasies.

Education/Certification Requirements:

  • Bachelors of Science in Electrical Engineering (BSEE) or Computer Science (BSCS) or similar four-year degree from an accredited University with equivalent work experience will be considered.

  • Certificate in Networking/Related IT (e.g., CISCO, etc.) and/or prior experience with IP based routers and switches; CCENT and or CCNA preferred.

  • Equivalent industry experience will be used in lieu of education requirements.

At Rockwell Collins, we believe a solid work-life balance creates a healthy lifestyle and inspires creativity and innovation. We value our people and invest in their development, growth and success at our company by providing development opportunities through Rockwell Collins University, networking, mentoring, and tuition reimbursement.

And that’s just for starters.

Some of our competitive benefits package includes:

  • Medical, dental, and vision insurance

  • Three weeks of vacation for newly hired employees

  • Company-paid winter holiday shutdown for most locations

  • Generous 401(k) plan that matches 62.5 percent of the first 8 percent of eligible compensation you contribute (or 5 percent if you save 8 percent)

  • An Incentive Pay Plan based upon company performance

  • Tuition reimbursement

  • And more

Interested yet? Apply now and embark on your next worthwhile adventure!

Rockwell Collins is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, gender, sexual orientation, gender identity, disability, protected veteran status or any other protected status.