Date Posted:
2025-02-27
Country:
United States of America
Location:
PW116: Muskegon, MI 4905 Stariha Drive, Muskegon, MI, 49441 USA
Position Role Type:
Onsite
Pratt & Whitney is working to once again transform the future of flight-designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we're seeking the people to drive it. So, calling all curious!
Come ready to explore and you'll find a place where your talent takes flight-beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we'll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that's evolving fast to the future.
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At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?
What You Will Do:
- Serving as key Customer-facing liaison, responsible for regular internal and external communication, building strong Customer relationships and managing Customer mood - making escalations infrequent, and improving overall health of assigned Customer accounts for New Spares and Repairs
- Providing oversight, guidance, and mentoring of the Frontline Customer Support Representative (CSR) teams for New Spares and Repairs to build community and to improve throughput, productivity, and overall Customer Experience
- Acting as Customers' first escalation point to resolve problems - internal and external - when issues are not able to be resolved in a timely manner by the Frontline CSR teams for New Spares and Repairs
- Resolving shortage issues by making sure to explore all options and ensuring "voice of the Customer" is at the forefront of all conversations and decisions
- Managing assigned Customer Open Order Reports and special assigned internal accounts, i.e. Return Material Authorization - Miscellaneous, Return Material Authorization - No Certificate, External Stock, eStock, Warranty, etc., by working proactively with assigned Frontline CSRs to resolve blocking issues in a timely manner
- Achieving mastery of assigned Customers' requirements and flowing down information including but not limited to key contractual information, discount structure, etc.
- Developing and communicating accurate sales forecasts to Management and Inventory & Planning Team
- Establishing and validating key performance indicators
- Making process improvements to enhance the overall Customer Experience
- Actively growing knowledge of parts, engine models, aircraft, and fleets
- Performing miscellaneous other duties and assignments as directed
- Travelling as required
Additional Responsibilities:
- Be the key focal for Military Customers and the PWCS' "go-to expert" for our Military Business, including but not limited to ITAR requirements, contracts, parts expertise, and process mastery
- Continuous drive to identify and execute on opportunities for aftermarket customer service improvement for PWCS' Customers in the Military segment capitalizing on industry network & knowledge base
- Actively reference technical manuals and publications as subject matter expert to solve day-to-day business demands with alternative solutions
- Knowledge of Federal Acquisition Regulations (FAR) compliance areas including interpreting and implementing FAR and DFAR contract requirements, leveraging legal in the interpretation
- Collaborate with Nozzles & Repair Management Manager, PDC Global Sales & Customer Service Manager, and PWCS Delivery Assurance Representatives to execute to aligned metrics for Military parts repair services
- Support Commercial/Contract Manager on new and existing agreements
- Independent sound business decision making targeting achieving committed financial business results
- Communicate Military Program details to PWCS Management for support and successful execution, as needed
- Manage annual system pricing updates and resolve disputes with Military Customers
- Produce weekly Military sales forecasts as required by PDC Global Sales & Customer Service Manager
What You Will Learn:
- PWC Programs structure as well as the interworking's of how intercompany involvement assists the program.
- PWCS's involvement in successful aftermarket support ensuring on time delivery and service level performance indicators are achieved.
- How to develop strategic sales plans to position product offerings to maximize inventory turns and revenue.
Qualifications You Must Have:
- University Degree and minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience
- U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.
The salary range for this role is 66,000 USD - 130,000 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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