Product Support Manager / Subject Matter Expert (SME) (Remote)

Iowa State University Research Park is seeking a motivated individual with aviation knowledge and experience for the role of Product Support Manager / Subject Matter Expert. This position involves supporting Collins Aerospace avionics products and systems while ensuring timely resolution of customer support requests and providing effective problem solving.

Responsibilities:

• Support Collins Aerospace avionics products and systems, including Flight Management Systems, Navigation, Communication, Autopilot, Cabin Management, and other related systems
• Plans, schedules and arranges own activities in accomplishing objectives
• Possess a complete understanding and application of Aviation principles, concepts, practices and standards
• Solves systems/technical problems at various levels of scope and complexity, which may require data and root cause analysis
• Aptitude to question and discover the customers’ actual needs and requirements in the most expedient manner
• Ability to understand and apply problem solving principles, concepts, practices and procedures with guidance as needed
• Ensure timely resolution of customer support and assistance requests utilizing established procedures
• Engage with colleagues and team members to provide corrective action and resolutions to customer queries
• Develops solutions to a variety of problems of scope where analysis of data requires evaluation of identifiable factors
• Provide effective and timely problem solving support for assigned systems/products to assure highest ratings in customer satisfaction and reliability

Requirements:

• 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
• Experience participating in or supporting Continuous Improvement activities
• Experience using CRM or similar digital customer‑support tools
• Experience mentoring, guiding, or supporting peers in operational settings
• This particular position requires an individual with aviation knowledge and experience, preferably with an understanding of Collins Aerospace Avionics and equipment
• Extensive training and expertise in aviation maintenance would be beneficial
• Support Collins Aerospace avionics products and systems, including Flight Management Systems, Navigation, Communication, Autopilot, Cabin Management, and other related systems
• Plans, schedules and arranges own activities in accomplishing objectives
• Possess a complete understanding and application of Aviation principles, concepts, practices and standards
• Solves systems/technical problems at various levels of scope and complexity, which may require data and root cause analysis
• Aptitude to question and discover the customers' actual needs and requirements in the most expedient manner
• Ability to understand and apply problem solving principles, concepts, practices and procedures with guidance as needed
• Ensure timely resolution of customer support and assistance requests utilizing established procedures
• Engage with colleagues and team members to provide corrective action and resolutions to customer queries
• Develops solutions to a variety of problems of scope where analysis of data requires evaluation of identifiable factors
• Provide effective and timely problem solving support for assigned systems/products to assure highest ratings in customer satisfaction and reliability
• 3–4 years of experience in a customer‑facing role; Aftermarket experience is a plus
• Product knowledge across a variety of Collins product lines
• Familiarity with 24/7 Technical Support operations
• Understanding of business process alignment, organizational change, and cross‑functional execution
• Customer Service Orientation: Provides superior customer experiences while building long‑term relationships and demonstrating a strong commitment to customers
• Performance Monitoring: Maintains awareness of case status, deadlines, and priorities; provides accurate updates and ensures timely resolution
• Process improvement experience; CORE apprentice or champion certification preferred