Senior Product Support Manager

At RTX, the world’s largest aerospace and defence company, 185,000 people are united by a shared purpose: solving some of the world’s most complex challenges. Through our market-leading businesses, world-class operations and continued investment in research and development, we push the boundaries of science to help connect and protect our world.

Collins Aerospace is a leader in technologically advanced and intelligent solutions for the global aerospace and defence industry. Our technologies help make air travel safer, more connected and more efficient.

We are looking for an experienced Technical Solutions Engineer to support the design, delivery and ongoing performance of aviation ground-network and communication solutions.

This is a varied, customer-facing role spanning pre-sales technical support, solution development, fault investigation, service improvement and project delivery. You will work closely with customers and cross-functional teams to resolve complex technical challenges, strengthen service reliability and identify opportunities to enhance our solutions.

• →Provide pre-sales technical expertise for requests for proposal, pricing exercises and customer solution design.
• →Develop practical technical solutions that address customer requirements and support successful project delivery.
• →Investigate service faults, identify root causes and help implement effective corrective and preventative actions.
• →Analyse operational and service-performance data, identify anomalies and translate findings into clear technical conclusions.
• →Contribute to service reviews and present performance metrics and technical updates during customer Quarterly Business Reviews.
• →Coordinate technical implementation activities and provide on-site customer support when required.
• →Identify opportunities to introduce additional services, optimise existing solutions and deliver cost savings.
• →Support the development, testing and continuous improvement of products and technologies.
• →Assist with the staging, tracking and management of technical equipment and inventory.
• →Provide technical support across the wider business and assist Telecom Management with regional enquiries.
• →Share your expertise through internal training, mentoring and support during periods of high demand.

In this role, you will deepen your experience across the full lifecycle of aviation communication solutions, including:

• →Designing aviation ground-network solutions from pre-sales through implementation.
• →Troubleshooting complex technical issues and conducting structured root-cause analysis.
• →Working with aviation messaging platforms and IP-based network technologies.
• →Using data to evaluate service performance and recommend improvements.
• →Presenting technical information and performance metrics to customers and senior stakeholders.
• →Coordinating on-site implementations and working across multiple technical and business functions.
• →Identifying opportunities to improve service reliability, efficiency and customer value.

You will normally have one of the following:

• A bachelor’s degree in Engineering, Computer Science, Information Technology or a related discipline, together with at least five years of relevant experience; or
• An advanced degree in a related field and at least three years of relevant experience; or
• In the absence of a degree, at least nine years of relevant professional experience.

You will also bring:

• Foundational knowledge of networking concepts, telecommunications circuits and IP-based systems.
• Experience in technical troubleshooting, systems support or operational engineering.
• Strong written and verbal communication skills, with the confidence to engage directly with customers.
• The ability to analyse data, identify anomalies and communicate clear, evidence-based conclusions.
• Strong organisational skills and the ability to manage competing priorities across multiple teams.

It would be beneficial if you have:

• Five or more years of experience in network engineering, aviation communication systems or technical solution development.
• Familiarity with aviation ground networks, ACARS, ATN, AMQS or related aerospace messaging systems.
• Experience supporting pre-sales technical engagements, pricing proposals or RFP responses.
• A background in fault investigation, root-cause analysis, problem management or service-review processes.
• Knowledge of Cisco routers, switches and firewalls, together with equipment-staging and inventory-control practices.
• Experience delivering on-site technical support or customer implementations.
• Project coordination or project management experience; PMP or a similar qualification would be an advantage.
• A track record of identifying service improvements, cost-saving opportunities or solution optimisations.

If you are a technically curious problem-solver who enjoys working with customers, investigating complex issues and turning requirements into dependable solutions, we would like to hear from you.

Apply now and help Collins Aerospace shape the future of connected aviation.

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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