What are the responsibilities and job description for the Customer Experience Specialist (Onsite) position at Pratt & Whitney?
Date Posted:
2025-02-07
Country:
United States of America
Location:
PW116: Muskegon, MI 4905 Stariha Drive, Muskegon, MI, 49441 USA
Position Role Type:
Onsite
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:
As the Customer Experience Specialist in the Parts Distribution Center (PDC) the qualified candidate will be accountable for the following:
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.
The salary range for this role is 82,000 USD - 164,000 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.
Privacy Policy and Terms:
Click on this link to read the Policy and Terms
2025-02-07
Country:
United States of America
Location:
PW116: Muskegon, MI 4905 Stariha Drive, Muskegon, MI, 49441 USA
Position Role Type:
Onsite
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:
As the Customer Experience Specialist in the Parts Distribution Center (PDC) the qualified candidate will be accountable for the following:
- Liaison between PWCS and KellyOCG team members
- Development and execution of training materials
- On-Call 24/7/365 Backup for frontline escalations, releases, and emergencies
- Sales order management (Approvals/Overrides/Concessions/Returns)
- SAP Super User with SAP S/4HANA conversion responsibilities
- Customer Relationship Management (CRM) software Super User
- Cash on Time system/process delegate for PDC invoice disputes
- Participation in quality audits
- New employee onboarding assistance including systems accesses, training and coaching
- Communication of standard work, best practices, and process corrections to meet key performance indicators (KPIs)
- Provides oversight, guidance, and mentoring to build community and improve throughput, productivity, and overall customer experience
- Initiates process automation and innovation; drives for continuous improvement to enhance customer experience in multifaceted areas of Pratt & Whitney Component Solutions (PWCS)
- Strategic project initiatives as required by the business
- 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.
- Drives ownership of the PWCS team’s engagement with Pratt & Whitney Canada (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.
- Continuous improvement to improve the customer and employee experience.
- Performs miscellaneous other duties and assignments as directed.
- University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experience
- US Citizen or US Person (permanent resident, or granted refugee or asylee status)
- Experience with PowerBI
- Experience with Microsoft Dynamics CRM and Powerpoint
- Minimum of five years’ business-to-business sales/customer service experience with increasing responsibilities
- Proficiency in SAP, Microsoft Teams, Word, and Excel
- Excellent communication skills, written and verbal
- Demonstrated ability to build and maintain internal and external customer relationships
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.
The salary range for this role is 82,000 USD - 164,000 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.
Privacy Policy and Terms:
Click on this link to read the Policy and Terms
Salary : $82,000 - $164,000
