Manager Customer Service Representative

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Who we are

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 tight-knit 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

Pratt & Whitney a leading producer of the worlds most advanced gas turbine engines is looking for design engineers to become part of our organization. If you would like to work in a dynamic environment and possess the skills and motivation to bring new ideas into practice this may be the opportunity for you.

What are our expectations

Pratt & Whitney Canada supports over 13 000 operators with more than 40000 active spare the Spare Parts organization we manage the relationships with key worldwide customer accounts while deploying processes and mechanisms to anticipate and respond to their specific needs.

We are looking for a dynamic Manager who will act as the focal point of contact for one or multiple major customer accounts. If you are customer oriented like a dynamic work environment and have significant customer service experience this opportunity is for you.

The candidate needs to be a driven individual that can employ their industry experience and bring the team together to deliver comprehensive solutions. Highly self-motivated and a fast learner with strong communication cross-functional teamwork and problem-solving skills

You will be responsible for the communications as well as the long term relationships with the customers that will be assigned to you. You will work directly with customers with limited supervision and you will work with many internal teams so that you can offer a world class experience to this demanding customer base. This will require a strong ability to lead through influence find solutions and build consensus among multiple stakeholders.

What your day to day will look like

• Mange a team of junior customer service representatives
• Responsible to meet/maintain Key Performance Indicators (KPIs)
• Manage written and verbal communications with customers including workshops and joint reviews
• Mentor & Coach: Providing ongoing coaching mentorship & support to team members to help them to grow their skills
• Regular connects with stakeholders & understanding their needs & delivering the results.
• Participate in transformational projects to improve our daily operations business intelligence and our customers journey
• Take initiative identify and drive opportunities to improve services to both internal and external customers.
• Drive excellence and rigor in execution and root cause and corrective action investigations using and following the quality tools standards and requirements.
• Collaborate with internal teams with the objective of representing and serving your customer
• Quality: Establish and lead a learning organization and performance.
• Propose short/medium/long-term solutions
• Make recommendations and presentations to the management team to prevent adverse customer situations and provide pro-active updates
• Maintain effective communications with key stakeholders multidisciplinary and global team members
• Maintain frequent contact with customers which requires a high degree of tact and courtesy
• Make updates to procedures to improve processes

The tools you need to be successful

• Bachelors degree in Business Science Engineering or equivalent with minimum 12 years of relevant work experience
• Team leadership experience Lead by Trust & Respect
• Understanding aerospace industry Supply chain and aftermarket business.
• First in class customer service delivery mindset
• Excellent project management executive communication data analytics & customer service skills.
• Proven Cross functional collaboration and track record of delivering tangible results.
• Customer focus
• SAP skills is an asset
• Microsoft Office Suite knowledge
• Customer portal is an asset
• Knowledge in PowerBI is an added advantage.

Other competencies required

• Problem-solving skills
• Comfortable working in ambiguity
• Curiosity and a sense of adventure
• Collaborative teamwork
• Strong Communication Skills
• Strong Analytical and understanding on data
• Flexibility and adaptability
• Proactive and autonomous
• High-level of work organization and priority management
• Business judgment

Work Location:

• Bangalore

Travel:

• As per business requirement

Employment Type:

• Full-time

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity color religion gender sexual orientation or identity national origin age disability protected veteran status or any other characteristic protected by law.

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