Sr. Customer Service Manager (Onsite)

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. 

Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

Pratt & Whitney’s Columbus Engine Center (CEC) is looking for a Customer Operations Manager to provide leadership to a large Maintenance, Repair and Overhaul facility. For us at the CEC, we are focused on providing a world-class customer experience and delivering dependable engines safely, on time, and on quality. What we do matters, every day. From the child flying for the first time, to the men and women who save lives – our engines get them there. This position will report to the Operations Manager - GTF and through partnership with the CEC leadership team the individual will be responsible for the following:

What You Will Do:

• Integrate Customer Service and Production Scheduling into a single team with the vision to provide customers with the best shop visit experience in the world

• Lead a team of Customer Facing professionals to deliver best in class service to internal and external customers.

• Responsible for ensuring all customer technical requirements are robustly understood, clearly instructed and then executed correctly

• Ensure the customer receives a first-class shop visit experience from pre-induction through to engine delivery

• Own customer satisfaction including defining improvement projects to constantly raise the standard our customers can expect

• Utilize data analytics to define the key cost standards which each engine shop visit will be measured and ensure TAT objectives are met

• Collaborate to improve cost performance throughout the value stream

• Build cross-functional engagement through the value chain to improve delivery of our commitments to our customers

• Manage engine pre-induction and change management process efficiency by driving standardization and ensuring alignment with Engineering and Operations

• Directs development of plans, guidelines, policies and processes, to ensure the achievement of customer satisfaction targets

 
What You Will Learn:  

• GTF Aftermarket operations – GTF engine disassembly/assembly/test performance drivers, and network-wide technical / tooling challenges and optimization opportunities that impact engine overhaul and output 

• External (“customer” / partner / supplier) focus – direct interaction with leadership and teams across 3rd party/airline DATs 

• P&W Matrix management – interaction with leadership and teams across various commercial, operations, and engineering organizations 

Qualifications You Must Have: 

• Bachelor's Degree and 10 years prior operations, engineering and/or technical experience within an aerospace environment including jet engine maintenance; or Advanced Degree with 7 years of experience as listed above.

• Prior experience leading high performing teams including coaching, development, performance planning and employee engagement efforts.

• 5 years of experience in a customer facing role

Qualifications We Prefer:

• Demonstrated ability to effectively and proactively communicate to and influence leadership, peers, and cross-functional teams 

• Ability to effectively manage projects across time zones

• Highly motivated / self-starter 

• Accountable and results-oriented individual

Learn More and Apply:

Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as:

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.

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.