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

Job ID: 01864085Posted: Posted TodayStart Date: 2026-08-03Location: US-IA-REMOTECountry: United States of AmericaTime Type: Full timeDate Posted:2026-08-03 Country:United States of America Location:US-IA-REMOTE Position Role Type:Remote 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 RequiredAt RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense.As part of ongoing business transformation efforts, Collins Aerospace has formed a new organization to drive best-in-class Customer Support activities. Within this organization, the multiple, existing Customer 24/7 Technical Support centers (Customer Response Center, Avionics Service Center, Interiors Response Center) are being brought together as a unified team. As a focused entry point for technical inquiries, this team is critical to enable Collins to provide positive customer experience. The team is poised to respond to customer inquiries via portal, phone, and email interface 24 / 7 / 365; for advanced questions, they are the primary engagement with business unit experts. The 24-7 Technical Support teams also work closely with other front line customer support functions such as the Engineering, BU Product Support, Field Service, Final Assembly Line, and Logistics teams. This is a global team with employees based both in the United States and Philippines. Collins Aerospace is seeking a motivated individual with aviation knowledge and experience, preferably with an understanding of Collins Aerospace Avionics and equipment. This role can be worked from a Collins site or any location in the U.S.What You Will Do 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 beneficialSupport Collins Aerospace avionics products and systems, including Flight Management Systems, Navigation, Communication, Autopilot, Cabin Management, and other related systemsFamiliarity with Power and Control or Interiors systems is preferred but not requiredPlans, schedules and arranges own activities in accomplishing objectivesPossess a complete understanding and application of Aviation principles, concepts, practices and standardsSolves systems/technical problems at various levels of scope and complexity, which may require data and root cause analysisAptitude 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 neededEnsure timely resolution of customer support and assistance requests utilizing established proceduresEngage with colleagues and team members to provide corrective action and resolutions to customer queriesDevelops solutions to a variety of problems of scope where analysis of data requires evaluation of identifiable factorsProvide effective and timely problem solving support for assigned systems/products to assure highest ratings in customer satisfaction and reliabilityQualifications You Must HaveTypically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experienceExperience participating in or supporting Continuous Improvement activitiesExperience using CRM or similar digital customer‑support toolsExperience mentoring, guiding, or supporting peers in operational settingsQualifications We Prefer3–4 years of experience in a customer‑facing role; Aftermarket experience is a plusProduct knowledge across a variety of Collins product linesFamiliarity with 24/7 Technical Support operationsUnderstanding of business process alignment, organizational change, and cross‑functional executionCustomer Service Orientation: Provides superior customer experiences while building long‑term relationships and demonstrating a strong commitment to customersPerformance Monitoring: Maintains awareness of case status, deadlines, and priorities; provides accurate updates and ensures timely resolutionProcess improvement experience; CORE apprentice or champion certification preferredWhat We Offer​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 insurance, critical illness insurance, 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!  ​Learn More & 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. ​Remote: Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed. ​*Position is remote; however, if you live within a reasonable commute of a Collins site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role. ​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 that’s redefining aerospace, every day. As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select 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 107,500 USD - 204,500 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 candidate’s 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 company’s 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. Privacy Policy and Terms:Click on this link to read the Policy and Terms