Service Manager, Multi-Domain Products (Hybrid)

Date Posted:

Country:

United States of America

Location:

US-IA-CEDAR RAPIDS-121 350 Collins Rd NE BLDG 121

Position Role Type:

Onsite

U.S. Citizen U.S. Person or Immigration Status Requirements:

U.S. citizenship is required as only U.S. citizens are authorized to access information under this program/contract.

Security Clearance Type:

None/Not Required

Security Clearance Status:

Not Required

The Service Manager plays a critical role in shaping how Collins Aerospace delivers service and support across its Multi-Domain Solutions portfolio. With responsibility spanning multiple products and technologies this position helps ensure customers receive reliable responsive and consistent support throughout the lifecycle of our solutions. You will work at the intersection of customers product management engineering operations and service teams bringing these groups together to solve complex issues strengthen service performance and continuously improve the customer experience.

This role offers the opportunity to influence both day-to-day service execution and the longer-term service strategy for a growing portfolio. You will lead support operations establish service standards and performance measures drive resolution of complex customer issues and ensure new products and releases are ready to be successfully supported. You will also use customer feedback and operational data to identify opportunities for improvement help shape product and service decisions support service contract proposals and develop a high-performing service organization focused on delivering meaningful value to customers.

This is a hybrid position with the ideal candidate based in one of the following locations: Cedar Rapids IA; Largo FL; Richardson TX; or Atlanta GA.

What You Will Do:
Service Strategy & Governance

• Develop and maintain the service strategy for the multidomain solutions portfolio ensuring alignment with business goals and customer needs
• Define service standards SLAs KPIs and operational requirements across all solution domains
• Oversee service governance including compliance process standardization and continuous improvement

Service Delivery Management

• Lead daytoday service delivery operations across multiple product and technology domains
• Ensure consistent execution of support processes such as incident management problem management change management and escalation handling
• Coordinate crossfunctional teams to resolve complex multidomain issues and drive efficient rootcause analysis

Customer Experience & Support Operations

• Manage customer support teams and ensure highquality case handling escalations and customer communication
• Monitor customer satisfaction metrics and implement initiatives to enhance service quality and responsiveness
• Collaborate with account management teams to address customer concerns and identify service improvements
• Strategically and quickly coordinate service contract proposals with production product managers

Portfolio Enablement & Readiness

• Ensure new products and solutions are serviceready with clear support models documentation and training materials
• Drive readiness plans for new releases integrations and crossdomain solution updates
• Partner with product and engineering teams to provide customer feedback and influence roadmap decisions

People Leadership & Collaboration

• Lead mentor and develop service and support team members
• Promote a culture of collaboration accountability and customer focus across global or regional service teams
• Act as the primary service liaison across internal stakeholders and strategic partners

Continuous Improvement & Reporting

• Analyze service performance operational metrics and support workloads to identify trends and improvement opportunities
• Implement best practices automation and efficiency enhancements across service operations
• Prepare executivelevel reports on service performance portfolio health and risk management

Qualifications You Must Have:

• Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience
• 5 years of service management support leadership or operations management experience ideally in technology or multidomain solution environments
• Experience working with customers and stakeholders in highimpact service environments
• Proven ability to manage complex portfolios and coordinate crossfunctional teams
• Bid and proposal experience/gate review experience

Qualifications We Prefer:

• Experience within aerospace defense or similarly complex technical industries supporting product or program portfolios across the service lifecycle including collaboration with customers service/repair centers product management engineering and operations
• Strong understanding of service management frameworks
• Excellent communication leadership analytical and problemsolving skills

What We Offer:

Some of our competitive benefits package includes:

• Medical dental and vision insurance.

• Three weeks of vacation for newly hired employees.

• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution including a Lifetime Income Strategy option.

• Tuition reimbursement program.

• Student Loan Repayment Program.

• Life insurance and disability coverage.

• Optional coverages you can buy pet insurance home and auto insurance additional life and accident insurancecritical illnessinsurance group legal ID theft protection.

• Birth adoption parental leave benefits.

• Ovia Health fertility and family planning.

• Adoption Assistance.

• Autism Benefit.

• Employee Assistance Plan including up to 10 free counseling sessions.

• Healthy You Incentives wellness rewards program.

• Doctor on Demand virtual doctor visits.

• Bright Horizons child and elder care services.

• Teladoc Medical Experts second opinion program.

• And more!

Relocation Eligibility

• Eligible for relocation

Learn More and Apply Now!

Avionics delivers advanced cockpit displays vision systems and comprehensive digital solutions for global government commercial and business aviation customers. We provide connectivity and managed data services to ensure safety and seamless communication for passengers crews and militaries from aircraft and airports to air traffic management. Join us in creating solutions that connect the world one flight at a time. Start your application today.

*Please ensure the role type (defined below) is appropriate for your needs before applying to this role.

Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.

At Collins the paths we pave together lead to limitless possibility. And the bonds we form with our customers and with each other -- propel us all higher again and again.

Apply now and be part of the team thats redefining aerospace every day.

As part of our commitment to maintaining a secure hiring process candidates may be asked to attendselect steps of the interview process in-person at one of our office locations regardless of whether the role is designated as on-site hybrid or remote.

The salary range for this role is 107500 USD - 204500 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer including but not limited to the role function and associated responsibilities a candidates work experience location education/training and key skills.

Hired applicants may be eligible for benefits including but not limited to medical dental vision life insurance short-term disability long-term disability 401(k) match flexible spending accounts flexible work schedules employee assistance program Employee Scholar Program parental leave paid time off and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including but not limited to individual performance business unit performance and/or the companys performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability or veteran status or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act.

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