Rockwell Collins Sr Customer Account Specialist (Flight Operations Systems - ARINCDirect) in Hong Kong, Hong Kong

Rockwell Collins is a pioneer in the development and deployment of innovative communication and aviation electronic solutions for both commercial and government applications. Our expertise in flight deck avionics, cabin electronics, mission communications, simulation and training and information management services is delivered by a global workforce, and a service and support network that crosses more than 150 countries.

At Information Management Services (IMS) Asia Pacific (formerly ARINC), it’s our people who make the difference and are the backbone of our technologies. Employing some of the most talented, dedicated people on the planet is not by chance. We are hiring for the ARINCDirect team in Hong Kong.

This position reports to the Manager of ARINCDirect Business Unit and is responsible for all technical support requirements with respect to cabin services, within the Asia-Pacific region.

Flight Operations System (FOS®) is a comprehensive software solution to manage multiple aircraft operations. This software includes features which allow an operator to document and manage a schedule board, crew and aircraft scheduling, charter quotes, flight logs among others. Additionally, a sophisticated reporting capability allows the customer to generate unique reports for their custom needs.

The ideal candidate will possess a working knowledge of the ARINCDirect FOS product. In lieu of FOS experience, we’ll consider other experience or training related to aviation maintenance scheduling software, flight planning software and knowledge of aviation flight operations.

Duties include but are not limited to the following:

  • Answer and resolving incoming phone calls and email communications, which include shift rotations to support 24-hour operations

  • Communicate with system users to identify, explain and resolve issues

  • Develop lasting relationships with team members and customers throughout the Asia Pacific region

  • Identify FOS service enhancements and issues specific to the Asia Pacific region

  • Travel for customer training and visits, tradeshows and training are occasionally required

  • Be the regional expert for all features and aspects of the ARINCDirect FOS product

Job Requirements:

  • Minimum 5 years of relevant experience in managing aviation customers or similarly related role

  • Strong customer service skills, experience resolving customer service issues

  • Possess good oral and written communication skills in Mandarin, Cantonese and English

  • Background in aviation, in any capacity, would be very beneficial. Experience in ARINCDirect specific products and services would be highly beneficial.

  • An ability to work with little direct, day-to-day supervision

  • Bachelor's degree in appropriate discipline or in the absence of a degree six years of related experience