Customer Service Manager Off Wing Support (Onsite)

Pratt & Whitney Sales And Business Development Manager

A global leader in turbine aircraft propulsion, Pratt & Whitney is behind many of the major advances in both military and commercial engines. Pratt & Whitney's core discipline is to design, manufacture, and service large aircraft engines, auxiliary and ground power units, and smaller turbojet/turboprop propulsion engines. Pratt & Whitney Component Solutions (PWCS) provides aftermarket parts support from its headquarters in Muskegon, Michigan and global parts distribution centers.

Key Responsibilities:

• Responsible for Service Center Network sales and business development activities pertaining to delivery of used serviceable components and accessories.
• Aligns with the PWCS Sales & Customer Service Manager for overall business objectives and metrics.
• Assists in annual budget preparation as well as tracking and pricing exercises.
• Drives to continually identify and execute opportunities for utilization of used and salvage parts versus new throughout Service Center Network engine overhaul and repair events.
• Increases the used parts business through execution of business development strategies not limited to enterprise level collaborations, customer visitations, research and analysis, and partnerships.
• Participates in customers' weekly status meetings; serves as the primary escalation source for customer issues & shortages.
• Develop creative solutions to meet parts demand.
• Provides guidance, escalation, approval oversight, and general support to the Service Center Network customer account representatives.
• Ensures all customer orders are managed, governed, and tracked through Key Performance Indicators.
• Works in partnership with customer account representatives to set performance goals; provides timely performance feedback through regular touch points and performance meetings.
• Monitors engine event forecasts and consistently collaborate with inventory and supplier management teams to ensure overall requirements are aligned with customer needs and consumption.
• Conducts descriptive analytics and prepares reporting and presentations as required to meet business needs.
• Assists in E&O (excess and obsolete) initiatives, driving an overall lean inventory approach.
• Drives and supports collections initiatives.
• Expected Travel: roughly 10-20% to support the business as needed

Qualifications You Must Have:

• Bachelor's degree and a minimum of 8 years of experience in a customer-facing role (sales, customer service/experience, or a related role), OR an Advanced degree and a minimum of 5 years of prior relevant experience.
• Minimum 5 years of experience in the aerospace industry.
• Excellent communication skills, written and verbal.
• Demonstrated ability to build and maintain customer relationships.

Qualifications We Prefer:

• Proven track record in aftermarket parts sales preferred.
• Previous supervisory experience managing teams.
• Working knowledge of SAP and data analytics
• Proficiency in Microsoft Word, PowerPoint, and Excel.
• Follow-through and problem-solving skills.
• Attention to detail and strong business acumen.

The salary range for this role is 107,500 USD - 204,500 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.