Customer Support Representative Manager M5; Onsite

United States of America

US-CA-REMOTE

Onsite

Active and transferable U.S. government issued security clearance is required prior to start date. U.S. citizenship is required, as only U.S. citizens are eligible for a security clearance

DoD Clearance:
Secret

Active and existing security clearance required on day 1

At RTX, the world 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.

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.
• 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.

• Bachelor degree
• 10…