Principal Specialist Commercial Support Representative

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Who we are

At United Technologies Corporation India Private Limited (UTCIPL)/Pratt & Whitney we believe that powered flight has transformed and will continue to transform the world. Thats why we work with an explorers heart and perfectionists grit to design build and service the worlds most advanced aircraft engines. We do this across a varied portfolio including Commercial Engines Military Engines Business Aviation General Aviation Regional Aviation and Helicopter Aviation and as a way of turning possibilities into realities for our customers. This is how we approach our work and this is why we are inspired to go beyond.

What Our Expectations Are

In Commercial Support we believe that everything starts with our people. We foster a learning organization and comprehensive culture by providing opportunities for development growth and empowerment. We establish our products and services as the customer preferred choice by delivering world-class product & service dependability and benchmark customer service. We drive change and quality through our employees imagination dedication and skills of their craft. We augment this by using technology striving for proactivity synergy and always acting with integrity and respect. The P&WC Commercial Support organization supports a multidisciplinary eco-system.

Functional Description:

Warranty and Claims management is transforming a complex and manual transactional claims process into a simple cost effective and highly automated flow. Increase system integration to improve efficiency and drive cross-functional collaboration to improve claims adjudication quality through real time information using analytics. The simplification of the claims process includes a solution for all type of claims including Warranty ESP and FMP (collectively known as our Pay-per-Hour (PpH) programs). Bringing one single point of contact for our customers regarding P&WC Claims while creating employee proficiency through a series of minimal viable products allowing speed and ease to do business for our employees and our customers. (i.e. Backbone connectivity center of excellence (COE) automation connected & clean master data). The customer experience through our on/off-wing transactional claims will be significantly faster and easier with a unique trademark experience either through self-serve or white glove service.

Roles & Responsibilities:

• Responsible for reviewing and approving Engine event claims to ensure proper coverage while representing many different organizations.

• Provides cross-functional and technical guidance / expertise and commercial support availability for an Engine Program / Family including warranty campaigns and other support

• Provides disposition of planned/unplanned events in order to issue proper disposition on engine event and approve claims

• Build and maintain strong relationships with Service Centers/FBOs etc.

• Prioritize track and push claims concessions etc through all stages of approval process expediting as necessary.

• Customer (internal and external) point of contact for technical logistical and commercial issues for warrantable engine events.

• Understand P&WC commercial aspects concerning customer prior decision making i.e. customer financial situation (credit sales outstanding invoices) PpH contract engine commercial programs technical issues and customer agreements.

• Use CRM (Customer Relationship Management) or relevant IT tool to track opportunities document: events exchange between internal and external stakeholders actions track common technical issues per engine model and raise investigation ticket to the respective engine program(s) and document customer experience moods.

• Acts as liaison between appropriate groups: Spare Parts rental engines MRT Programs DAA PpH back office warranty publications service investigation executive team etc.

• Ensures customer centric KPIs are met.

• Define innovative solutions (process and systems) to loosely defined business problems.

• Recommend and implement solutions based on analysis of issues and implications for the business.

• Lead the on-going business optimization and improved customer experience initiatives.

• Leads various projects including continuous improvements to enhance customer experience.

• Comply with the EH&S Policy and applicable regulatory and company EH&S rules and requirements.

• Comply with Global Trade requirements (export controls).

Qualification and Skills:

• A University Degree or equivalent experience and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years experience.

  • Related field are Business Administration Aerospace Engineering or the like.

• Strong English written verbal communication & Presentation skills

• Able to work under uncertain environments

• Passion for managing people along with process and product improvements

• High degree of autonomy

• Strong leadership and communication skills with the ability to lead persuade and empower to effect business transformations

• Good understanding of customer service ecosystem (Customer services aftermarket MRO warranty contracts etc.)

• Self-starter who is resilient resourceful and comfortable with ambiguity

• Lead by example team player

• Demonstrates a high level of curiosity to identify and create new business opportunities in untapped areas

• Proficiency with Microsoft Office (Word Excel PowerPoint Outlook SharePoint)

• Experience with SAP and Microsoft softwares CRM P&WC Customer Portal (My PWC Power) Enovia (PLM) SharePoint FIORI.

• Familiarity with aerospace products and services or aviation data is an asset

• Flexibility in working hours

Work Location:

• Bangalore

Travel:

• No travel requirement

Employment Type:

• Full-time

• This position requires flexibility to support during Eastern Time Zone hours (4:00 PM to 1:30 AM IST)

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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