Customer Support Engineer (Onsite)

RTX•Jupiter, FL

1d•Onsite

About The Position

RTX, the world's largest aerospace and defense company with 185,000 employees, is dedicated to solving complex global problems through its market-leading businesses, world-class operations, and investments in research and development. Pratt & Whitney, a part of RTX, is a global leader in designing, manufacturing, and servicing aircraft engines and auxiliary power systems, with over a century of innovation in modern flight. This job opening is for a Customer Support Engineer at the West Palm Beach, FL, facility. This critical role provides operational support to the customer base from the WPB MRO facility and is responsible for integrating the CORE operating system into daily workflows to enhance efficiency and customer delivery. The position is within the Operations Strategy & Customer Excellence (OSCE) Department, reporting to the Customer Service Manager. The individual will regularly collaborate with the GM, OSCE Manager, internal stakeholders (including Gate leaders, Materials, and Engineering), and external customers to support operations. The role involves utilizing the CORE operating system to identify key goals for customer success, assess organizational maturity and performance, and pinpoint critical areas for improvement.

Requirements

U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
Advanced Degree and 6+ months of Operations, Supply Chain, Materials Management, Engineering, Manufacturing, Aerospace, Aftermarket or Aviation Maintenance experience; OR Bachelor’s degree and 2+ relevant industry experience; OR Associate’s degree and 4+ years of relevant industry experience; OR High School diploma or Military / Technical Training (i.e. A&P) and 6+ years of relevant industry experience

Nice To Haves

Degree in STEM field; Engineering, Business or Supply Chain
Experience reading and/or interpreting technical data, engine manuals, and customer contracts
Familiarity with Export Compliance Regulations (EAR, ITAR, etc.)
FAA Airframe & Powerplant certificate (A&P license)
Aftermarket Aerospace and Overhaul and Repair (MRO) industry experience
Working knowledge of Pratt & Whitney shop practices, quality standards, processes and procedures
Understanding of Lean Manufacturing principles, and continuous improvement tools (CORE/ACE/SixSigma, QCPC and RCCA)
Experience using Microsoft Office Suite programs, SAP ERP, and Solumina MES
Ability to work and effectively communicate with all levels of management, shop personnel and customers

Responsibilities

Technical data review and interpretation
Interface with internal Quality organization to assure process & product integrity
Answer customer inquiries on technical documents and issues
Coordinate inductions and engine shipments between external customers, the network, and shop leadership
Technical workscope definition for engine maintenance activity
Act as primary technical interface between Pratt & Whitney and all GTF customers for the site
Develop and maintain business relationships with counterparts within the GTF network
Ensure internal & external customer requirements are met through all gates of the process
Coordinate customer approvals and resolution of customer issues
Identify process gaps, mitigate risks, and develop training to support business requirements
Leverage stakeholder and customer feedback to incorporate change and drive user adoption of new digital tools and processes