Engine Health Management Customer Support Technician (Onsite)

RTX•East Hartford, CT

6d•Onsite

About The Position

This onsite role supports Pratt & Whitney’s Engine Health Monitoring businesses as part of the Connected Products and EHM Services team at the East Hartford, Connecticut campus. The team supports commercial engine programs including PW1100, PW1500, PW1900, V2500, and PW4000 fleets. The position provides day-to-day operational support for the Engine Health Monitoring system, ADEM, and works with internal organizations and external customers to help ensure reliable service delivery. The role collaborates with Programs, Engineering, Digital Technology, Customer Focus Teams, and customer organizations to support system performance, customer responsiveness, data availability, accuracy, and timeliness. It also supports GTF entry into service and customer onboarding, contributes to new EHM capabilities and data streams, and improves standard work and processes for global work-share teams. The posting describes the opportunity as providing exposure to senior management, customer support, and external customers.

Requirements

Bachelor’s degree and 5 years of experience, or an advanced degree and 3 years of experience.
At least 3 years of experience in a customer-focused or project management role.
Results-oriented and customer-focused, with expertise in continuous improvement.
U.S. citizenship is required because only U.S. citizens are authorized to access certain necessary systems.

Nice To Haves

Experience analyzing and troubleshooting system issues.
Ability to think outside the box and make decisions rapidly.
Excellent communication and interpersonal skills.
Familiarity with aircraft and engine data systems.

Responsibilities

Provide day-to-day operational support for Pratt & Whitney’s Engine Health Monitoring businesses.
Serve as the primary point of contact for operational support of the ADEM Engine Health Monitoring system, working with Engineering, Digital Technology, and the extended support team.
Troubleshoot and resolve customer support issues, partnering with Digital Technology, Customer Focus Teams, and others as needed.
Help ensure data availability, accuracy, and timeliness, along with high-quality service delivery managed through support tickets.
Support GTF entry into service and new customer onboarding in collaboration with the Customer Business Organization and other teams.
Support development and enhancement of EHM capabilities, data streams, and initiatives aligned with customer needs, program requirements, and operational demands.
Work with Programs, Engineering, and Digital Technology teams to ensure business processes, infrastructure, and software tools support performance metrics and customer needs.
Develop, maintain, and improve standard work and drive process-improvement initiatives to enhance efficiency, service quality, and scalability across global work-share teams.

Benefits

Medical insurance
Dental insurance
Vision insurance
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
Holidays
Annual short-term and/or long-term incentive compensation programs may be available depending on position level and collective-bargaining coverage.