Customer Experience Specialist (Hybrid)

:

Date Posted:

2024-02-15

Country:

United States of America

Location:

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

Position Role Type:

Hybrid

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.

Innovation through diversity of thought. At Pratt & Whitney, we believe diversity of thought enables creativity, innovation, and a foundation for inclusion. By fostering an inclusive culture, we accept a shared accountability and responsibility to recognize, sponsor, coach, hire and promote talent equally. We welcome our employees to be their whole - best - selves at work because trust, respect and integrity, are a part of our DNA.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?

Job Summary:

As the Customer Experience Specialist in the Parts Distribution Center (PDC) the qualified candidate will be accountable for the following:

• Global Aircraft on Ground (AOG) performance
• Entry into Service (EIS) engine programs, including serving as the ESP Account Representative
• Provides oversight, guidance, and mentoring to build community and improve throughput, productivity, and overall customer experience
• Initiates process automation, innovation and drives for continuous improvement to enhance customer experience in multifaceted areas of PWCS
• Strategic project initiatives as required by the business

Key Responsibilities:

• Serves as the key liaison for areas of responsibility, through regular communication, builds strong relationships and manages escalations and mood to improve overall health of PWCS.
• Directs daily global AOG and EIS performance, provides report-outs, data analytics and standard work for all initiatives under purview of the role.
• Drives ownership of the PWCS team's engagement with P&WC metrics and data alignment initiatives, delivers data and presentations as needed with senior management.
• Maintains a high standard of etiquette and protocol with internal/external customers, acts as an escalation point for problem resolution.
• CORE Champion responsible for continuous improvement in order to enhance the customer experience.
• Data analysis to draw KPI improvement is core to this role
• Performs miscellaneous other duties and assignments as directed.

Basic Qualifications :

• Bachelor's degree with 5 years' business-to-business sales/customer service experience with increasing responsibilities or Masters degree with 3 years' business-to-business sales/customer service experience with increasing responsibilities
• Proficiency in Microsoft Teams, Word, Excel and Power Point
• U.S. Person or eligible to obtain necessary export authorizations required.

Preferred Qualifications:

• Experience with SAP and PowerBI
• Excellent communication skills, written and verbal
• Demonstrated ability to build and maintain internal and external customer relationships

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:

Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. This means that responsibilities of the job need to be performed onsite on a regular basis.

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 77,000 USD - 163,000 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/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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