Sales & Customer Service Segment Manager (Onsite)

RTX • Norton Shores, MI

2d • 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? We have an exciting and rare opportunity to join our Component Solutions team in Muskegon, Michigan as the Sales & Customer Service Segment Manager. In this role, you will play a pivotal role in driving commercial growth while ensuring exceptional customer satisfaction across a highly technical and performance-driven market. Supporting leading platforms and OEMs across the global aerospace industry, you will serve as the strategic link between our engineering, operations, sales, and customer experience teams. We are seeking a results-driven professional who thrives in a fast-paced aerospace environment, understands the complexities of supply chain and regulatory compliance, and is passionate about building lasting customer relationships while delivering measurable business outcomes.

Requirements

• Bachelor’s Degree with a minimum of 12 years of sales, customer service, or commercial and people leadership experience in an aftermarket spare parts business or related aerospace environment; OR an Advanced Degree with a minimum of 10 years of prior relevant experience.
• Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future.
• The company will not offer immigration sponsorship for this position.
• The company will not seek an export authorization for this role.

Nice To Haves

• Previous people leadership and sales/customer service experience in an aftermarket aviation spare parts business
• Proven experience leading teams, managing strategic accounts, and delivering measurable results in revenue, margin, and customer satisfaction.
• Demonstrated understanding of regulatory compliance, export controls, and ethical business practices in a highly regulated aerospace environment.

Responsibilities

• Drive revenue growth and margin expansion by setting sales targets, optimizing pricing strategies, and managing profitable deals across on-wing and off-wing support programs, with measurable goals for revenue, margin, and account growth.
• Own customer experience KPIs (on-time delivery, turnaround times, quality escapes, and customer feedback), translating feedback into actionable improvements that enhance satisfaction and loyalty.
• Lead, develop, and coach a high-performing team of customer service managers, account managers, and customer support specialists, fostering commercial, ethical, and people-focused leadership to build future leaders.
• Collaborate cross-functionally with Operations, Supply Chain, and Quality to ensure seamless execution of in-service and off-site support programs, proactively removing bottlenecks and maintaining regulatory compliance.
• Develop and execute strategic account plans, parts availability, risk mitigation, and customer retention strategies, ensuring all activities adhere to aerospace regulations and ethical standards.
• Enhance forecasting, pipeline management, and performance metrics for both field (on-wing) and depot (off-wing) support programs, enabling data-driven decision-making and efficient resource allocation.
• Drive operational excellence and execution performance, implementing corrective actions, continuous improvement initiatives, and standardized processes to deliver on customer commitments reliably.
• Lead margin and profitability initiatives, analyzing cost drivers, optimizing pricing, and partnering with finance and operations to improve business results while maintaining ethical business practices.
• Standardize customer engagement and commercial processes leveraging CORE tools, regulatory compliance, export control awareness, and ethical standards to ensure scalable, consistent, and legally compliant operations.
• Serve as the voice of the customer in executive planning, balancing satisfaction with business objectives, influencing strategy, and driving sustainable growth across all support activities.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level