Customer Service Engineer
Customer Service Engineer - Network Operations Center
Customer Service Engineer - Network Operations Center, Duluth, GA For more than 75 years, Rockwell Collins customers have depended on us to provide innovative communication and aviation electronics solutions to solve their toughest challenges. We have been there with them from the early days of flight, to the exploration of space, to enabling battlespace interoperability and advancing commercial aerospace. Delivering on our promises, we continue to build trust every day. We want creative talent to help assure the continued growth of our innovative technology to develop solutions to help our customers connect anywhere, anytime. If you are among the brightest and most talented in your respective field, come join us. Candidates will be required to support our Customers and Field Personnel with resolving Satellite Communications Systems and network infrastructure problems. This will include Technical Support, RMA and Warranty Return support, acquiring replacement or supplemental equipment to satisfy requirements. The majority of the support provided to customers will be via email and over the phone. Candidates should have strong computer and interpersonal skills. Candidates should have experience using trouble ticketing systems and documenting problems worked on. Candidates should also have satellite communications systems, IP Networking, or IT experience of some type. Duties include but are not limited to: · Dealing with Field Support Issues for the entire suite of customers · Respond to network events and provide support to ensure resolution of network hardware or software issues · Processing returns from field locations · Receiving: Shipments of returned equipment · Coordinating return of equipment to field locations · Tracking Return Authorization Numbers · Some lifting is required Candidate will be responsible for the problem tracking and maintaining trouble tickets in the Customer Service database and dealing with day to day Help Desk issues. Candidates must be highly motivated and have the ability to multi-task. They must possess excellent communication skills both written and verbal. Candidates must also have the following background: · Satellite Communications experience preferred with experience in networking and IT infrastructure support · Position requires shift work, operations are 7x24x365 · Experience working in a technical Help Desk or Call Center environment. · Basic troubleshooting skills · Experience in supporting IT infrastructure from both a hardware and software perspective · Familiarity and experience with problem tracking/management systems · Familiarity and experience with problem management processes and procedures · Proficiency and experience in the Microsoft Office Suite of products Qualifications Bachelor's degree in appropriate discipline, or in the absence of an bachelor's degree, six years of related experience. Applicant must be capable of obtaining a US Department of Defense (DoD) security clearance. U.S. Citizenship is required. Rockwell Collins is an equal opportunity employer committed to building a diverse global culture that values teamwork, integrity, innovation, leadership, and an unwavering commitment to our customers.