PDC Account Representative & PW800 Specialist (Onsite)

Date Posted:

2025-02-25

Country:

United States of America

Location:

PW116: Muskegon, MI 4905 Stariha Drive, Muskegon, MI, 49441 USA

Position Role Type:

Onsite

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

Security Clearance:

None/Not Required

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?

What You Will Do:

• Serving as key Customer-facing liaison, responsible for regular internal and external communication, building strong Customer relationships and managing Customer mood – making escalations infrequent, and improving overall health of assigned Customer accounts for New Spares and Repairs

• Providing oversight, guidance, and mentoring of the Frontline Customer Support Representative (CSR) teams for New Spares and Repairs to build community and to improve throughput, productivity, and overall Customer Experience

• Acting as Customers’ first escalation point to resolve problems – internal and external – when issues are not able to be resolved in a timely manner by the Frontline CSR teams for New Spares and Repairs

• Resolving shortage issues by making sure to explore all options and ensuring “voice of the Customer” is at the forefront of all conversations and decisions

• Managing assigned Customer Open Order Reports and special assigned internal accounts, i.e. Return Material Authorization - Miscellaneous, Return Material Authorization – No Certificate, External Stock, eStock, Warranty, etc., by working proactively with assigned Frontline CSRs to resolve blocking issues in a timely manner

• Achieving mastery of assigned Customers’ requirements and flowing down information including but not limited to key contractual information, discount structure, etc.

• Developing and communicating accurate sales forecasts to Management and Inventory & Planning Team

• Establishing and validating key performance indicators

• Making process improvements to enhance the overall Customer Experience

• Actively growing knowledge of parts, engine models, aircraft, and fleets

• Performing miscellaneous other duties and assignments as directed

• Travelling as required

Additional Responsibilities:

• Be the key focal to PW800 customers, OEMs, and Programs for third level escalations

• Drive to continually identify and execute opportunities for PW800 aftermarket customer service improvement in the PW800 business segment capitalizing on industry network & knowledge base

• Actively reference technical manuals and publications as subject matter expert to solve day-to-day business demands with alternative solutions

• Understand long range engine shop forecasts, breaking down engine event into part numbers determining what is required, and identifying repairable inventory to be utilized and then implementing parts solutions

• Serve as a catalyst function to communicate actively with MRO shops as well as inventory & planning team to adjust inventory recipes and repair management work in process to keep alignment with overall parts demands

• Primary PW800 Program contact to assist with everything PWCS

• Collaborate with Business Segment Manager, PDC Global Sales & Customer Service Manager, and PWCS Delivery Assurance Representative to execute to aligned metrics for engine clearance

• Support Commercial/Contract Manager on new and existing agreements

• Demonstrate independent sound business decision-making, targeting achieving committed financial business results

• Communicate PW800 Program details within PWCS for successful execution

• Manage PW800 pricing disputes along with maintaining PW800 billing matrix

• Produce weekly PW800 sales forecasts as required by PDC Global Sales & Customer Service Manager

What You Will Learn:

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