Customer Experience Specialist Onsite

Date Posted:

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 flightdesigning building and servicing engines unlike any the world has ever seen. And because transformation begins from within were seeking the people to drive it. So calling all curious.

Come ready to explore and youll find a place where your talent takes flightbeyond the borders of title a country or your comfort zone. Bring your passion and commitment and well welcome you into a tightknit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry thats evolving fast to the future.

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

The Customer Experience Team at Pratt & Whitney Component Solutions Parts Distribution Center is looking for a dedicated specialist to support essential contracts for global parts distribution. In this role you will collaborate across the value stream to ensure the successful achievement of parts availability and contract compliance meeting our high standards for operational success.

Key Responsibilities:

• Acts as the primary distributorfacing Account Representative responsible for regular communication relationship building and managing distributor and customer satisfaction to enhance the distribution business model.

• Provides guidance and mentoring to Frontline Customer Service Representatives (CSRs) at Pratt & Whitney Component Solutions and the distributors team to improve throughput productivity and customer experience.

• Serves as the escalation point for unresolved issues from Frontline CSR New Spares and Repairs teams.

• Manages distribution orders and internal accounts working with Frontline CSRs to ensure business health.

• Masters and communicates distributors contractual requirements including key information and pricing.

• Develops and shares accurate sales forecasts with management and planning teams.

• Oversees distributors inventory pool health ensuring high service levels fill rates and addressing aircraft on ground metrics.

• Initiates automation processes for key improvement opportunities.

• Ensures governance of distribution agreements through scheduled activities.

• Implements process improvements to enhance customer experience.

• Leads strategic projects as required by the business.

What You Will Learn:

• How to best support activities and improvement initiatives to the global aftermarket distribution network.

• How to ensure compliance with project management methodologies and standards.

• How to develop and provide guidance and support to team members to ensure successful project flow.

Expectations of the Role:

• Acts as the key liaison regularly communicating to build strong relationships manage escalations and enhance contract health.

• Drives PWCS teams engagement with contract holders and aligns metrics/data with Pratt & Whitney Canada (P&WC) delivering data and presentations to senior management.

• Maintains high standards of etiquette and protocol with internal and external customers.

• Implements continuous improvements to enhance customer and employee experience.

• Performs additional duties and assignments as directed.

Qualifications You Must Have:

• Advanced degree and 3 years of experience in businesstobusiness sales/customer service experience or experience in aftermarket industry experience; OR Bachelors degree and 5 years of relevant industry experience; OR Associates degree and 7 years of relevant industry experience; OR High School diploma and 9 years of relevant industry experience

• U.S. Person (U.S. citizen permanent resident or granted refugee or asylee status)

Qualifications We Prefer:

• Degree in STEM field; Supply Chain or Business fields preferred.

• Aftermarket Aviation experience ideally in spare parts business

• Experience in Supplier or Account Management

• Experience with SAP (or other ERP systems) and data analysis tools such as PowerBI

• Microsoft Office and other productivity programs (i.e. Teams Dynamics CRM PowerPoint Word and Excel)

• Ability to communicate and work across all levels of the organization.

• Ability to build and maintain internal and external customer relationships

What is my Role Type

In addition to transforming the future of flight we are also transforming how and where we work. Weve introduced role types to help you understand how you will operate in our blended work environment.

This role is:

Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance workers as they are essential to the development of our engines.

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 employees personal responsibility.

Learn More & Apply Now!

The salary range for this role is 82000 USD 164000 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 candidates 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 shortterm disability longterm 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 collectivebargaining agreement.

Hired applicants may be eligible for annual shortterm and/or longterm incentive compensation programs depending on the level of the position and whether or not it is covered by a collectivebargaining 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 companys performance.

This role is a 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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