Principal Specialist, Customer Service (Onsite)

Date Posted:

2026-11-11



Country:

United States of America



Location:

US-NH-DURHAM-121 ~ 121 Technology Dr ~ BLDG 125



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 certain necessary systems.



Security Clearance Type:

None/Not Required



Security Clearance Status:

Not Required

Collins Aerospace is seeking a Principal Specialist, Customer Service to serve as a key connection between our customers and internal operations teams, helping ensure products are delivered on time and customer commitments are met. In this role, you will manage customer communications related to product availability, order status, and delivery schedules while working closely with Operations to establish and communicate realistic delivery commitments. You will build strong customer relationships, provide visibility into delivery performance, and help resolve issues that could affect customer satisfaction or business performance.

Working across Operations, Inventory Control, Shipping, Sales, and other internal teams, you will investigate and resolve order processing, shipping, and billing discrepancies while keeping customers informed throughout the process. You will also lead regular customer discussions, coordinate onsite visits when needed, and use customer feedback and service trends to identify recurring issues. This position combines relationship management, problem-solving, and operational coordination, giving you a direct connection to the customer experience and the ability to help strengthen service reliability and customer confidence.

This is an Onsite role in Durham, NH.

What You Will Do:

• Coordinate with Operations to establish and communicate daily, weekly, and monthly delivery commitments to customers
• Establish a regular cadence of customer meetings and coordinate onsite customer visits when applicable
• Utilize customer-specific portals to provide visibility into product status, delivery schedules, and shipment updates
• Investigate order entry, shipping, and billing discrepancies, coordinating with appropriate departments to resolve issues through completion
• Provide timely follow-up on customer inquiries and requests, ensuring customers remain informed of progress and resolution
• Partner with Inventory Control, Warehouse, Credit, Sales, Shipping, and other departments to address customer needs and support delivery commitments
• Represent the company professionally through clear, effective verbal and written communication, with a focus on meeting customer timelines and maintaining company standards
• Build and maintain strong customer relationships through responsive communication and reliable service
• Manage multiple customer requests and competing priorities while maintaining a positive, professional approach under time constraints
• Direct customer inquiries to the appropriate departments or personnel when additional support or expertise is needed
• Support the promotion of company products and services, as applicable, to help meet business targets
• Provide after-sales support for customer contracts and related service needs, as applicable
• Perform customer service activities to support customer satisfaction and operational requirements
• Serve as a primary customer interface for product status, delivery information, and related inquiries
• Provide direct customer support by addressing questions, responding to requests, and coordinating solutions
• Maintain knowledge of RTX's organization, products, and services to provide customers with accurate information and appropriate support
• Document customer service needs, inquiries, and recurring issues to identify trends and support service quality improvements

Qualifications You Must Have:

• Typically requires a University Degree and minimum 5 years of prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience, or in the absence of a degree, 9 years of relevant experience.
• Background in customer service, customer account management, order management, or related customer-facing operations
• Experience coordinating customer orders, delivery schedules, or product availability with Operations, Supply Chain, or other internal teams
• Demonstrated ability to investigate and resolve customer issues involving orders, shipments, billing, or delivery commitments
• Direct customer communication involving order status, delivery expectations, and issue resolution
  

Qualifications We Prefer:

• Working knowledge of Material Requirements Planning (MRP) or Enterprise Resource Planning (ERP) systems, particularly Epicor
• Familiarity with customer portals or similar systems used to manage order information, delivery updates, and customer communications
• Background in manufacturing or production environments, including coordinating delivery commitments and resolving scheduling challenges
• Experience leading customer meetings, managing customer relationships, or serving as a primary customer point of contact
• Proficiency with Microsoft Excel and Office 365 applications for tracking customer requests, analyzing information, and reporting
• Involvement in identifying recurring customer service issues, analyzing trends, or contributing to process improvements
• Customer support experience within the aerospace, defense, manufacturing, or related industries

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 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!​

Do you want to be a part of something bigger? A team whose impact stretches across the world, and even beyond? At Collins Aerospace, our Mission Systems team helps civilian, military and government customers complete their most complex missions — whatever and wherever they may be. Our customers depend on us for intelligent and secure communications, missionized systems for specialized aircraft and spacecraft and collaborative space solutions. By joining our team, you’ll have your own critical part to play in ensuring our customer succeeds today while anticipating their needs for tomorrow. Are you up for the challenge? Join our mission today.

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

Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

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 86,800 USD - 165,200 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.

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