Senior Customer Service Manager, Tool Support Services (Hybrid)

Date Posted:
2023-12-12
Country:
United States of America
Location:
PW100: East Hartford 400 Main Street, East Hartford, CT, 06118 USA
Position Role Type:
Hybrid
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.
Innovation through diversity of thought. At Pratt & Whitney, we believe diversity of thought enables creativity, innovation, and a foundation for inclusion. By fostering an inclusive culture, we accept a shared accountability and responsibility to recognize, sponsor, coach, hire and promote talent equally. We welcome our employees to be their whole - best - selves at work because trust, respect and integrity, are a part of our DNA.
At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?
Summary
This is a rare opportunity for you to join our extraordinary account management team within Pratt & Whitney Tooling Support Services (TSS). Our group offers customers a complete line of aircraft engine tooling and ground support equipment (GSE). Our tooling supports all Pratt & Whitney commercial engines including the new Geared Turbofan for business and regional aircraft, as well as International Aero Engine's V2500 engines. We are searching for a SeniorManager (M5) to lead our Tool Support ServicesCustomer Service team. If you someone who obsesses over customer satisfaction and thrives in a dynamic environment, we would love to hear from you!
Key Responsibilities:

• Provides day-to-day customer operational support to ensure customer expectations are exceeded; expedites and resolves customer issues.
• Handles the flow of communication and provides feedback between the internal/external Customers and the rest of the Pratt & Whitney team.
• Collaborates on a regular basis with key departments: Operations, Engineering, Quality, Finance, Supply Chain, etc.
• Manages small team of Customer Services team members to meet time-sensitive deadlines and solve daily challenges.
• Provide support to the customer by preparing quotes, creating new orders, maintaining existing orders and other items as requested.
• Conducts weekly open order book reviews.
• Partners closely with finance to resolve invoicing discrepancies that impact accounts receivable.
• Supports standardization and provide suggestions of processes and best practices to provide a world-class Customer Service strategy, policies, and procedures to ensure smooth business operations.

Basic Qualifications:

• Advanced degree and 7+ years of experience in Engineering, Applications, Technical Sales, Operations or equivalent client-facing role within the Aerospace, Aviation, Military or Manufacturing industry; OR Bachelor's degree and 8+ years of relevant experience.
• 2+ years of SAP experience with a focus on creation and management of orders.
• 1+ year of supervisory or management experience.
• U.S. Citizen or U.S. Person / Permanent Resident (Green Card) status is required for this position.

Preferred Qualifications:

• Degree in STEM field; Engineering fields of study preferred.
• Experience with MS Access and other MS Office programs.
• Client-facing experience ideally within a technical production / manufacturing environment.
• Ability to read and interpret technical data and engineering drawings.
• Experience in Maintenance, Repair, and Overhaul (MRO) industry or similar Aftermarket and Sustainment environment.
• LEAN, Continuous Improvement, CORE, ACE, Six-Sigma training and experience.
• Ability to work with cross-functional teams and motivate teams to achieve business goals.
• Effectively communicate at all levels of the organization.

What is my Role Type?
In addition to transforming the future of flight, we are also transforming how and where we work. We've introduced role types to help you understand how you will operate in our blended work environment.
This role is:
Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. This means that responsibilities of the job need to be performed onsite on a regular basis.
Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee's personal responsibility.
This requisition is eligible for an employee referral award. ALL eligibility requirements must be met to receive the referral award.
RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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