PDC Customer Account Representative (Onsite

Company Overview

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world‑class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

We have an exciting opportunity for you to join our Pratt & Whitney Component Solutions team (Muskegon, MI.) as a Customer Account Representative. In this role, you will be the main point of contact for our customers and be a resource for them to solve a variety of challenges that may arise. The person in this role should be highly attentive to detail and a self-starter.

You will be customer focused and solution oriented while maintaining high levels of professionalism to meet the needs of our customers.

• Serves as key Customer-facing liaison, responsible for regular internal and external communication, building strong Customer relationships and managing Customer mood – making escalations infrequent, and improving overall health of assigned Customer accounts for New Spares and Repairs
• Provides oversight, guidance, and mentoring of the Frontline Customer Support Representative (CSR) teams for New Spares and Repairs to build community and to improve throughput, productivity, and overall Customer Experience
• Acts as Customers’ first escalation point to resolve problems – internal and external – when issues are not able to be resolved in a timely manner by the Frontline CSR teams for New Spares and Repairs
• Resolves shortage issues by making sure to explore all options and ensuring "Voice of the Customer" is at the forefront of all conversations and decisions
• Managing assigned Customer external reports and work proactively with assigned Frontline CSRs to resolve blocking issues in a timely manner
• Achieves mastery of assigned Customers’ requirements and flows down information including but not limited to key contractual information and discount structure
• Develops and communicates accurate sales forecasts to Management and the Material Management teams
• Establishes, achieves, and validates KPIs with internal and external assigned Customers
• Makes process improvements to enhance the overall Customer Experience
• Actively grows knowledge of parts, engine models, aircraft, and fleets
• Travels as required (10%)

• PWC Programs structure as well as the interworkings of how intercompany involvement assists the program.
• PWCS's involvement in successful aftermarket support ensuring on time delivery and service level performance indicators are achieved.
• How to develop strategic sales plans to position product offerings to maximize inventory turns and revenue.

• An Advanced Degree with a minimum of 3 years of experience in business-to-business sales, customer service, customer account management, or related aviation industry experience, OR a Bachelor’s degree with a minimum of 5 years of prior relevant experience

• Previous experience in a customer facing role in aviation or a manufacturing environment dealing with a high volume of customers
• Experience building customer relationships and cultivating sales
• Strong business acumen
• Strong interpersonal skills and ability to communicate across multiple levels of the organization
• A working knowledge of SAP Process improvement:
  Demonstrated experience improving processes for greater efficiency and organizational effectiveness

The salary range for this role is 86,800 USD - 165,200 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities,…