Customer Service Manager - Tool Support Services (Osite)

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/train