Senior Manager, Customer Account Management (onsite)

Senior Manager, Customer Account Management (M4)

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. Are you ready to go beyond?

North Berwick Repair Operations (NBRO) is a critical repair facility located on Pratt & Whitney's North Berwick campus, employing approximately 2,300 talented individuals. We specialize in supporting both Military and Commercial product lines, including but not limited to Geared Turbo Fan (GTF), Legacy engine components, and various Military parts. Serving a global customer base, NBRO is proud to be a trusted partner in the aviation and defense industry.

We are seeking a Senior Manager, Customer Account Management (M4) to lead critical processes within NBRO's Operations and Customer Service group. This role is responsible for ensuring timely, accurate, and effective communication with customers while driving internal process improvements. The ideal candidate will be detail oriented, highly organized, and a strong leader capable of managing a team of salaried and hourly professionals.

Responsibilities include:

• Lead, coach, and support a team of professionals, fostering collaboration and accountability.
• Manage daily operations within the Customer Service group to ensure prompt and accurate responses to all customer inquiries.
• Develop, implement, and maintain effective processes that improve responsiveness and overall customer experience.
• Interaction with operations, finance, materials, and internal engine centers to understand what drives customer part value and satisfaction, and putting processes in place to improve.
• Responsible for improving customer satisfaction scores through improvements in team interactions with customer.
• Supporting Market Feedback Analysis (MFA) activities for assigned customers.
• Working with sales to project shop visits and support production scheduling, pricing and future business.
• Understanding customer needs and helping shape NBROs strategic vision to make sure they are aligned with customer needs.
• Coordinate with sales/marketing to ensure customer quoting process is robust and accurate.
• Develop status reporting process with team to better update customers with digital solutions.
• Understanding of ITAR, EAR, and other applicable laws and regulations governing international trade. Incumbent must be willing to complete export Jurisdiction/Classification training and serve as a part time J/C ITC focal.

Qualifications you must have:

• Advanced degree and 5+ years of experience in business-to-business sales, customer account management, service center, fleet management, or general Aftermarket MRO Aerospace industry experience; OR Bachelor's degree and 8+ years of relevant industry experience; OR Associate's degree or Technical Training (A&P/AMT) and 10+ years of relevant industry experience; OR High School diploma and 12+ years of relevant industry experience

Qualifications we prefer:

• Degree in STEM field; Engineering, Supply Chain or Business fields preferred
• Experience with supplier management or in a B2B client facing role ideally within a manufacturing environment
• Experience with SAP quoting, order creation and order management modules
• Material Resource Planning (MRP) / Enterprise Resource Planning (ERP) experience
• Aftermarket Aviation experience ideally in aftermarket tooling or engine overhaul business
• Strong technical and functional knowledge of turbine engines and/or Pratt & Whitney products
• Experienced in determining export classification of technology in accordance with the ITAR and EAR
• Knowledge of ITAR, EAR and other applicable laws and regulations governing international trade
• Project management experience and ability to prioritize work in a fast-paced environment
• Ability to communicate and work across all levels of the organization

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 101,000 USD - 203,000 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.