Sr. Customer Service Manager (Onsite)

About the role

The Pratt & Whitney’s Columbus Engine Center (CEC) is seeking a Customer Operations Manager to lead a team in providing world-class customer service and ensuring dependable engine deliveries.

Responsibilities

• Lead a team of Customer Facing professionals to deliver best in class service to internal and external customers
• Ensure the customer receives a first-class shop visit experience from pre-induction through to engine delivery
• Own customer satisfaction including defining improvement projects to constantly raise the standard our customers can expect
• Utilize data analytics to define the key cost standards which each engine shop visit will be measured and ensure TAT objectives are met
• Collaborate to improve cost performance throughout the value stream
• Build cross-functional engagement through the value chain to improve delivery of our commitments to our customers
• Manage engine pre-induction and change management process efficiency by driving standardization and ensuring alignment with Engineering and Operations
• Directs development of plans, guidelines, policies and processes, to ensure the achievement of customer satisfaction targets

Qualifications

• Bachelor's Degree and 10 years prior operations, engineering and/or technical experience within an aerospace environment including jet engine maintenance; or Advanced Degree with 7 years of experience as listed above
• Prior experience leading high performing teams including coaching, development, performance planning and employee engagement efforts
• 5 years of experience in a customer facing role

What You Will Learn

• GTF Aftermarket operations – GTF engine disassembly/assembly/test performance drivers, and network-wide technical / tooling challenges and optimization opportunities that impact engine overhaul and output
• External (“customer” / partner / supplier) focus – direct interaction with leadership and teams across 3rd party/airline DATs
• P&W Matrix management – interaction with leadership and teams across various commercial, operations, and engineering organizations