Customer Service Manager - Repairs (Onsite)

Job Description At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world's most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense. We are seeking a Customer Service Manager - Repairs to join our Component Solutions team in Muskegon, Michigan. In this role, you will serve as a critical link between customers, repair operations, and internal stakeholders, ensuring seamless communication and exceptional service throughout the repair lifecycle. This position offers the opportunity to drive process improvements, support automation initiatives, monitor operational performance, and contribute to strategic business growth within a fast-paced aerospace environment. The ideal candidate for this onsite role is highly organized, solutions-oriented, and passionate about delivering outstanding customer experience while collaborating across teams to improve operational efficiency and repair performance.

Key Responsibilities:

Realign processes and procedures to enhance customer experience, execute automation strategies with top five customers and unify multiple process flows under one governance. Produce and monitor sales & performance action plans, understand customer trends and update sales forecasts, and drive Key Performance Indicators (KPIs) to track customer health and repair turnaround times. Report performance in Operational Performance Reviews. Utilize continuous improvement tools to resolve customer issues, enhance processes, manage change, ensure timely responses to customers and collaborate with the Frontline team to manage repairs, returns, disputes, shortages, and core exchanges. Collaborate across enterprise to ensure goals are met for customer experience and financials. Lead the Fuel Nozzle Strategy for country business development.

What You Will Learn:

Process integration and enterprise alignment Change management and leadership refinement Repair process and technical acumen Customer experience management and executive communication skills What We Are Looking For An Advanced Degree with a minimum of 5 years of customer service experience, OR a Bachelor's Degree and minimum of 8 years of prior relevant experience, OR In lieu of degree, High School Diploma/GED Equivalent and minimum of 12 years of prior relevant experience Previous customer facing experience in an aviation spare parts business Previous experience using continuous improvement tools (ACE, CORE, etc.) Demonstrated success in enhancing customer experience and working cross functionally with multiple levels of an organization What We Offer 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 Job Details Function Corporate Sub-Function General Administration Level Team Lead / Manager Work Type Onsite Contract Full-Time Location Muskegon, United States Job

ID F17BNT

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