Sin apac Product Implementation and Operations Lead

**Collins Aerospace**, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for global aerospace and defense. Collins Aerospace has the capabilities, comprehensive portfolio, and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

Our Connected Aviation Solutions (CAS) business advances information management solutions for commercial and military customers across the world. That means we are helping passengers reach their destination safely.

Within the CAS business we connect aviation community stakeholders and airlines with intelligent data service solutions to enable the connected aviation ecosystem. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our CAS team today.

**Role Overview**

The **Asia Pacific Product Implementation and Operations Lead **is responsible for the implementation of products /services across Asia Pacific. These services include but are not limited to:

- Platforms, Applications and Analytics
- Networks and Connectivity Solutions
- Enablement Products

As the business grows and expands, there may be additional services added to the regional portfolio.

Reporting to the Asia Pacific Implementations and Operations Manager, this position will be based in Singapore.

The role will collaborate closely with the Project Management, Program Management, Product Management in APAC, global engineering teams and vendors to deliver outstanding customer service in post-sales activities.

A key measure of success will be the ability to liaise with cross-functional teams within and outside the company, to efficiently and successfully deploy solutions on time, provide excellent customer support to achieve high customer satisfaction.

**Responsibilities**:

- Deployment of our products and services across APAC on time, collaborating with account and product managers, internal engineering teams, shared services teams, and partners / subcontractors etc.
- Managing multiple customer facing implementation projects/tasks simultaneously
- Incident Management - ensuring incidents are resolved in a timely manner and achieving high customer satisfaction. Interface with customers and internal teams, liaise with the Global Service Desk in troubleshooting, root cause analysis and preparing reports for customers
- Operations support of our products and services across APAC - working closely with customers, our Global Service Desk, internal technical teams, product managers to ensure quality support and service levels
- Customer satisfaction - working closely with customers conducting regular service reviews, obtaining customer feedback / pain points, providing information about our products / services, when required
- Reporting key metrics to the Implementation Manager
- Providing support in the development of materials for customers to address enquiries and ensure smooth customer service
- Performing any other duties related to overall customer service
- Maintaining knowledge of Collins organization and products to provide the appropriate information and support to customers

**Job Requirements**
- 5+ years technical experience or experience with airline operations processes / aerospace industry
- Engineering / Computer Science or equivalent professional qualification
- Strong technical expertise in one of these Domains
- Networks / DataLink technical knowledge - avionics and radio communication, messaging protocols such as VDL, RF/VHF and ATN, TCP/IP and XoT protocols
- Application development / software engineering practices and standards
- Proficient in MS Office (Project, Visio, Excel, Word, PowerPoint)
- Strong communications skills (oral and written)
- Ability to adapt quickly to changing business environments
- Ability to learn fast and understand complex technologies, environment and services
- Strong customer focus
- Ability to efficiently manage customer change requests
- Strong team player, effective interpersonal skills, ability to work with remote teams
- Excellent time management and independent decision-making skills
- Self-motivated and proactive

**Preferred Qualifications**
- Project Management Professional (PMP) or AGILE certified
- CCNA/CCNP/ITIL Certification or software development experience
- Experience in the aviation Datalink and/or ground communication networks
- Proficiency in tools such as Nexus/ ServiceNow, Smartsheet

**Collins Aerospace Diversity & Inclusion Statement**:
Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.