Customer Support Representative Manager M5 (Onsite)

RTX•Washington, DC

3d•$132,400 - $251,600•Onsite

About The Position

The customer support representative (CSR) will serve as the area lead by providing strategic direction, monitoring key performance metrics, and ensuring alignment with company goals, compliance standards, and operational excellence. This will include acting as the direct reporting official, overseeing performance, addressing escalated issues, and leading initiatives for onboarding, training, and professional development to foster a high-performing, customer-centric team. The CSR will conduct planning and technical support to include engine integration issues, maintenance, systems troubleshooting, and the sustainment of support equipment, material, and processes. The CSR will work closely with P&W Engineering and P&W technicians as well as customer personnel to lead efforts and events at the customer location to resolve technical and logistical problems involving propulsion system integration, operation and maintenance. The customer support manager will coordinate and oversee implementation of P&W logistic and mechanic teams that are dispatched to the program sites in support of issues. The CSR will co-lead, and coordinate resolution issues with the Engineering and Logistics Program Management team and in some cases will need to identify and react to program obstacles/problems and obtains solutions independently, and with limited resources. The CSR Provide timely responses to numerous technical questions related to the propulsion hardware to ensure uninterrupted operations and ensuring comprehensive reporting on support activities including status, performance reports, operating data, engine configuration status and parts consumption. The CSR will work with the customer supply and tooling department in troubleshooting and resolution of emerging customer issues and maintain flexibility to resolve constantly changing customer priorities. The CSR will use self-initiative and judgment to identify problems, conduct investigations to determine root cause, and coordinate solutions between P&W, suppliers and the customer. Customer support manager will work primarily 1st shift but will adapt to customer needs and travel up to 35% to support customer requirements to include extended operations spanning up to 30 days to remote locations.

Requirements

Bachelor degree
10 years of technical experience or 7 years of experience with an advanced degree
An active TOP SECRET Clearance is preferred, a collateral secret clearance is MANDATORY DAY ONE with the ability to obtain and retain a top-secret clearance.

Nice To Haves

Bachelor’s degree in Science, Technology, Engineering or Mathematics (STEM)
Experience as an FSR or with an engine/aircraft maintenance environment is preferred and in field logistics experience.
Requires broad management and leadership knowledge to lead project teams.

Responsibilities

Serve as the area lead by providing strategic direction.
Monitor key performance metrics.
Ensure alignment with company goals, compliance standards, and operational excellence.
Act as the direct reporting official.
Oversee performance.
Address escalated issues.
Lead initiatives for onboarding, training, and professional development.
Conduct planning and technical support including engine integration issues, maintenance, systems troubleshooting, and the sustainment of support equipment, material, and processes.
Work closely with P&W Engineering and P&W technicians as well as customer personnel to lead efforts and events at the customer location to resolve technical and logistical problems involving propulsion system integration, operation and maintenance.
Coordinate and oversee implementation of P&W logistic and mechanic teams that are dispatched to the program sites in support of issues.
Co-lead and coordinate resolution issues with the Engineering and Logistics Program Management team.
Identify and react to program obstacles/problems and obtains solutions independently, and with limited resources.
Provide timely responses to numerous technical questions related to the propulsion hardware to ensure uninterrupted operations.
Ensure comprehensive reporting on support activities including status, performance reports, operating data, engine configuration status and parts consumption.
Work with the customer supply and tooling department in troubleshooting and resolution of emerging customer issues.
Maintain flexibility to resolve constantly changing customer priorities.
Use self-initiative and judgment to identify problems, conduct investigations to determine root cause, and coordinate solutions between P&W, suppliers and the customer.