Date Posted:

2025-02-06

Country:

United States of America

Location:

PW100: East Hartford 400 Main Street, East Hartford, CT, 06118 USA

Position Role Type:

Onsite

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.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?

Pratt & Whitney’s Aftermarket Operations organization has an opportunity for Customer Service Manager (CSM) in our Tooling Support Services (TSS) business.  This role reports to the TSS General Manager. 

The CSM of TSS is responsible for managing customer relationships, orders and expectations for engine overhaul tooling to internal and external customers.  This role leads a team of 4 Customer Service Representatives who directly partner with customers on tooling needs and orders.  TSS employs 25 across customer service, procurement, quality and warehouse operations.

What You Will Do:

Provides day-to-day customer operational support to ensure customer expectations are exceeded; expedites and resolves customer issues.

Handles the flow of communication and provides feedback between the internal/external Customers and the rest of the Pratt & Whitney team.

Collaborates on a regular basis with key departments: Operations, Engineering, Quality, Finance, Supply Chain, etc.

Works with other customer services team member to meet time-sensitive deadlines and solve daily challenges.

Provide support to the customer account manager by preparing of quotes, order entry, maintenance and other items as requested.

Conducts weekly open order book reviews.

Partners closely with finance to resolve invoicing discrepancies that impact accounts receivable.

Supports standardization and provide suggestions of processes and best practices to provide a world-class customer service strategy, policies, and procedures to ensure smooth business operations.

Qualifications You Must Have:

Bachelor's degree and a of 10 years of experience to include internal and external customer support, invoicing and cross functional communication ; OR an Advanced degree with 7 years of experience to include to include internal and external customer support, invoicing and cross functional communication

SAP experience with creation and management of orders

U.S. Person (U.S. citizen, permanent resident, or granted refugee or asylee status) as defined here:  https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62 

Qualifications We Prefer:

Experience working with Microsoft Access

Previous experience in Maintenance, Repair, and Operations (MRO), Aftermarket, and Sustainment

Experience working with cross-functional teams.

Learn More and Apply:

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:

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 employee’s personal responsibility.

The salary range for this role is 124,000 USD - 250,000 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 candidate’s 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 company’s 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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