EHRO Customer Service Manager

Date Posted:

Country:

United States of America

Location:

US-CT-EAST HARTFORD-M 400 Main St BLDG M

Position Role Type:

Onsite

U.S. Citizen U.S. Person or Immigration Status Requirements:

U.S. citizenship is required as only U.S. citizens are authorized to access certain necessary systems.

Security Clearance Type:

None/Not Required

Security Clearance Status:

Not Required

At RTX the world largest aerospace and defense company 185000 great minds are united by purpose and inspired to make a difference solving the worlds most complex problems. With our three market leading businesses world-class operations and investments in research and development we offer capabilities and opportunity no one else can. Together we push the boundaries of known science and find new ways to connect and protect our world.

Pratt & Whitney is a world leader in the design manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

What You Will Do:

East Hartford Repair Operations (EHRO) is looking to fill an open position as the EHRO Customer Service Manager leading the customer-facing team here in both CTRP and CTSC.

EHRO supports over 100 customers worldwide and plays an important role in the overhaul network to overhaul parts in support of the customer engine role manages the team of Customer Service Representatives who directly interact with EHROs customer base.

The customer service team communicates part status outward ensures customer priorities are flowed to the team in the shop and works as the voice of the customer within EHRO.

The Customer Service Manager will guide the customer service team on tactical decisions regarding customer support as well as develop the strategy for how EHRO interacts with our customers through new digital tools and methods to ensure EHRO can best support their needs.

Key Responsibilities:

• Lead the customer service team interacting directly with EHROs customer base

• Lead the strategy of how customers interact with and communicate with EHRO

• Manage the tactical decisions to resolve any customer disputes and lead the team through how to deliver news outward

• Manage and improve the quoting and catalog process to ensure customers know EHRO capabilities and repair offerings

• Grow and develop the customer service team to ensure appropriate support level across entire customer base

• Collaborate with site leadership on initiatives to support the shop floor as well as business goals.

Qualifications You Must Have

• Advanced Degree and 7 years of Operations Program Management Supply Chain Materials Management Engineering Manufacturing Aerospace Aftermarket or Aviation Maintenance experience; OR Bachelors degree and 10 relevant industry experience; OR Associates degree and 12 years of relevant industry experience; OR High School diploma or Military / Technical Training and 14 years of relevant industry experience

Qualifications We Prefer

• Degree in STEM Engineering Supply Chain Business or Project Management preferred

• Proven ability to lead mentoring coaching developing talent and motivate teams to achieve business goals; bargaining unit / union workforce experience a plus

• Operations experience in Aftermarket Operations (AMO) or Overhaul and Repair (MRO) areas ideally within Engine Center (DAT) part repair environment

• Familiarity with airline engine maintenance costs contracts and financial details

• Working knowledge of Pratt & Whitney shop practices quality standards processes and procedures

• Technical knowledge of Pratt & Whitneys Engines Repair and Repair Center business

• Understanding of Lean Manufacturing principles and continuous improvement tools (CORE/ACE/SixSigma QCPC and RCCA)

• Organizational project management and statistical analysis skills

• Experience using Microsoft Office SAP MRP materials management and Smartsheets

• Ability to work and effectively communicate with all levels of management shop personnel and customers

• Proven ability to interface directly with outside customers preferred

Whats 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 and Apply Today!

As part of our commitment to maintaining a secure hiring process candidates may be asked to attendselect steps of the interview process in-person at one of our office locations regardless of whether the role is designated as on-site hybrid or remote.

The salary range for this role is 132400 USD - 251600 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 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 companys 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.

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