PDC Customer Account Representative (Onsite)

Pratt & Whitney Component Solutions Team

Pratt & Whitney is working to transform the future of flightdesigning, 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. Calling all curious. Come ready to explore and you'll find a place where your talent takes flightbeyond 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.

What You Will Do

We have an exciting opportunity for you to join our Pratt & Whitney Component Solutions team (Muskegon, MI) as a Customer Account Representative. In this role, you will be the main point of contact for our customers and be a resource for them to solve a variety of challenges that may arise. The person in this role should be highly attentive to detail and a self-starter. You will be customer focused and solution oriented while maintaining high levels of professionalism to meet the needs of our customers.

Key Responsibilities

• 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.
• Travelling as required.

What You Will Learn

PWC Programs structure as well as the interworking's of how intercompany involvement assists the program. PWCS's involvement in successful aftermarket support ensuring on time delivery and service level performance indicators are achieved. How to develop strategic sales plans to position product offerings to maximize inventory turns and revenue.

Qualifications You Must Have

Bachelor's degree in a related field with 2+ years experience in business-to-business sales, customer account management, general aftermarket MRO aerospace or aviation industry experience; OR Associate's Degree and 4+ years relevant industry experience.

Qualifications We Prefer

Previous experience in an aviation or manufacturing environment with a high volume of customers. Strong interpersonal skills and ability to communicate across multiple levels of the organization.

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.

Salary Range

The salary range for this role is 66,000 USD - 130,000 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.