Technician, Field Service

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Collins Aerospace, a Raytheon Technologies (RTX) company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. 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 Avionics, Connected Aviation Business advances information management solutions for commercial and military customers across the world. One aspect of this business is within our Applications and Connectivity division, which provides robust communication solutions for our commercial air systems globally. 

We are seeking a Technician, Field Service, to join our team to diligently provide maintenance services to mission critical communication systems for airlines and private flight operations.  The primary role of the technician is to provide support for the deployment of ACARS radio stations in Japan and to ensure smooth and stable operations after system cutover.  Key responsibilities during the project phase are to support, collaborate and engage with the project team and others to ensure successful implementation and provide technical guidance during deployment.  During the transition and full operations phases, the technician will provide maintenance and sustaining operations support. 
We are seeking an enthusiastic team player with excellent communication skills and a strong focus on customer service who will have the following primary responsibilities:

Job Responsibilities:

1. Smooth implementation and deployment for project success

• Support, design, and deploy each site (radio station) as planned.
• Work closely with the project manager, internal engineering teams, and partner, Nippon Airport Radio (NAR), to ensure local conditions are considered when refining original design
• Propose cost-reduction ideas and alternative solutions as required to meet customer needs and maximize solution effectiveness
• Liaise with external agencies such as Ministry of Internal Affairs and Communications (MIC), RF (Radio Frequency) operators, including AVICOM, Digital Service Providers (DSPs), Airlines, and other commercial operators on interference testing.

2. Project management to ensure efficient and on-time project completion

• Collaborate with internal and external teams
• Assist with appropriate change, risk, and schedule management

3. Operations & Support to maintain stable operation and customer satisfaction after implementation

• Provide Operations Support: Working closely with NAR to support stable operations
• Incident Management: Working with customers and internal teams to support information gathering, root cause analysis, and customer reporting
• Resolve a wide range of GlobaLink technical issues, including the ACARS system

4. Customer Focus & Reporting to ensure the quality of service provided to customers

• Conducting regular service reviews and providing service information
• Prompt response and reporting when incidents occur
• Responding to customer inquiries, including those from airlines

5. Other Responsibilities

• Responsible for the agreed Service Level Agreement (SLA) target on system operations including server and network. 
• Regular communication with the customer on site progress and take remedial action for deficiencies.  
• Serve as customer liaison and point-of-contact for all key activities with customers. This includes but is not limited to the following: hardware maintenance of systems that communicate with aircraft, ensuring continual compliance and reporting of service level performance, escalations, installations, and ensuring customer, corporate or local procedures/expectations, are compliant.
• Develop on site policy and procedures.
• Primarily onsite (Monday to Friday, 09:00-18:00 JST, Saturday, Sunday, and Japanese National Holidays off).
• Promote continual quality improvements and development of quality control programs.
• Develop/document training material and perform training sessions for system users. 
• Meet regularly with the customers to review the current service performance, present reports on equipment and service reliability and any other general topics for discussion.
• Reports to the Head of Managed Services, Japan and will be required to work closely with team and team leader, to assist, and carry out site operations.
• Prepares system operation manuals and documentation.
• Liaise between local team and Annapolis, MD, engineering division.
• Perform, daily and monthly system checks.
• Ad hoc projects as assigned.

Requirements/Skills: 

• Three or more years of datacenter maintenance experience preferred
• Solid understanding of networks and communication systems
• Bachelor’s degree or an equivalent combination of experience, education and training which provides the desired knowledge, skills, and abilities
• Experience in communicating with all levels of line management.
• Effective communication in Japanese (written, oral, and presentation skills), negotiation, interpersonal, and organizational skills.
• Communication in English (written, and basic conversation).
• Skills and experience working with Linux systems preferred

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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