Manager, Customer Account Management (Onsite)

RTX•North Berwick, ME

7d•Onsite

About The Position

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? North Berwick Repair Operations (NBRO) is a critical repair facility located on Pratt & Whitney’s North Berwick campus, employing approximately 2,300 talented individuals. We specialize in supporting both Military and Commercial product lines, including but not limited to Geared Turbo Fan (GTF), Legacy engine components, and various Military parts. Serving a global customer base, NBRO is proud to be a trusted partner in the aviation and defense industry. We are seeking a Manager, Customer Account Management (M4) to lead critical processes within NBRO’s Operations and Customer Service group. This role is responsible for ensuring timely, accurate, and effective communication with customers while driving internal process improvements. The ideal candidate will be detail oriented, highly organized, and a strong leader capable of managing a team of salaried and hourly professionals.

Requirements

Advanced degree and 5+ years of experience in business-to-business sales, customer account management, service center, fleet management, or general Aftermarket MRO Aerospace industry experience; OR Bachelor’s degree and 8+ years of relevant industry experience; OR Associate’s degree or Technical Training (A&P/AMT) and 10+ years of relevant industry experience; OR High School diploma and 12+ years of relevant industry experience
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Nice To Haves

Degree in STEM field; Engineering, Supply Chain or Business fields preferred
Experience with supplier management or in a B2B client facing role ideally within a manufacturing environment
Experience with SAP quoting, order creation and order management modules
Material Resource Planning (MRP) / Enterprise Resource Planning (ERP) experience
Aftermarket Aviation experience ideally in aftermarket tooling or engine overhaul business
Strong technical and functional knowledge of turbine engines and/or Pratt & Whitney products
Experienced in determining export classification of technology in accordance with the ITAR and EAR
Knowledge of ITAR, EAR and other applicable laws and regulations governing international trade
Project management experience and ability to prioritize work in a fast-paced environment
Ability to communicate and work across all levels of the organization

Responsibilities

Lead, coach, and support a team of professionals, fostering collaboration and accountability.
Manage daily operations within the Customer Service group to ensure prompt and accurate responses to all customer inquiries.
Develop, implement, and maintain effective processes that improve responsiveness and overall customer experience.
Interaction with operations, finance, materials, and internal engine centers to understand what drives customer part value and satisfaction, and putting processes in place to improve
Responsible for improving customer satisfaction scores through improvements in team interactions with customer
Supporting Market Feedback Analysis (MFA) activities for assigned customers.
Working with sales to project shop visits and support production scheduling, pricing and future business.
Understanding customer needs and helping shape NBROs strategic vision to make sure they are aligned with customer needs
Coordinate with sales/marketing to ensure customer quoting process is robust and accurate.
Develop status reporting process with team to better update customers with digital solutions.
Understanding of ITAR, EAR, and other applicable laws and regulations governing international trade. Incumbent must be willing to complete export Jurisdiction/Classification training and serve as a part time J/C ITC focal.

Benefits

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.

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