Date Posted:
2023-11-16
Country:
United States of America
Location:
PW116: Muskegon, MI 4905 Stariha Drive, Muskegon, MI, 49441 USA
Position Role Type:
Unspecified
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?
Key Responsibilities:
- 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 while 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
Basic Qualifications:
- A Bachelor's degree with a minimum of 2+ years’ customer account management experience
- U.S. citizenship is required, as only U.S. citizens are authorized to access the financial management system due to government contractual requirements.
Preferred Qualifications:
- Experience building customer relationships and cultivating sales
- Strong communication skills – written and verbal
- Strong business acumen and attention to detail
- Follow-up and follow-through skills with the ability to problem solve
- A working knowledge of SAP
- Fluency in Microsoft Excel, PowerPoint, and Word
- Fluency in a foreign language
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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