Rockwell Collins Customer Care Supervisor in New Delhi, India

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. To find out more, please visit www.rockwellcollins.com .

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!

We are currently hiring a Customer Care Supervisor to join our Information Management Services division (formerly known as ARINC) based in New Delhi, India (International Airport). He/She will be responsible for direct supervision of the local service desk staff as well as managing day to day activities onsite (Airport).

Job Responsibilities:

  • Manage the schedule of the onsite staff, ensure appropriate resources are assigned, and that all tools and documentation needed by the Service Desk staff are available, current, and in working order.

  • Coordinate all necessary training for the staff members. The successful individual would be expected to gain a complete understanding of the Service Desk/Operations Center/Technical Support relationship.

  • Interaction with all levels of stakeholders.

  • Required to be the POC for escalations via phone and e-mail in a 24x7 operations environment.

  • Implement and maintain “Best Practice” (ITIL) technology and processes to ensure high customer satisfaction and data quality.

  • Ensuring that regular audits of communications are preformed and that appropriate training is provided to team members.

  • Managing and taking ownership of the Service Desk System, including the ticketing system

  • Performing regular audits to calls and data

Required Experience:

  • Track records in strong customer service and communications skills – both written and verbal, strong computer skills, problem solving skills, multi-tasking skills, and ability to work independently.

  • Three years’ experience in a Service Desk environment and two years leadership or supervisory experience.

  • Bachelor’s degree in business, management, information systems, or a related field is required.

  • Familiarity with industry best practices/standards: ITIL, ISO, PMP.

  • Familiarity with airline/airport operations, terminology and culture is preferred.

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. To find out more please visit www.rockwellcollins.com.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! We are currently hiring a Customer Care Supervisor to join our Information Management Services division (formerly known as ARINC) based in New Delhi India. He/She will be responsible for direct supervision of the local service desk staff as well as managing day to day activities onsite (Airport).Job Responsibilities: Manage the schedule of the onsite staff ensure appropriate resources are assigned and that all tools and documentation needed by the Service Desk staff are available current and in working order. *Coordinate all necessary training for the staff members. The successful individual would be expected to gain a complete understanding of the Service Desk/Operations Center/Technical Support relationship. *Interaction with all levels of stakeholders. *Required to be the POC for escalations via phone and e-mail in a 24x7 operations environment.Implement and maintain 'Best Practice' (ITIL) technology and processes to ensure high customer satisfaction and data quality.Ensuring that regular audits of communications are preformed and that appropriate training is provided to team members. *Managing and taking ownership of the Service Desk System including the ticketing systemPerforming regular audits to calls and dataRequired Experience: Track records in strong customer service and communications skills - both written and verbal strong computer skills problem solving skills multi-tasking skills and ability to work independently.Three years' experience in a Service Desk environment and two years leadership or supervisory experience. *Bachelor's degree in business management information systems or a related field is required. *Familiarity with industry best practices/standards: ITIL ISO PMP. *Familiarity with airline/airport operations terminology and culture is preferred.