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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?

What You Will Do:

The Customer Experience Team, within Pratt & Whitney Component Solutions Parts Distribution Center, is seeking a Program Specialist to support key partnerships supporting global parts availability. This employee plays a critical role in managing and optimizing the availability of parts ensuring effective communication and collaboration with internal teams and overseeing billing and pricing strategies. The individual will work closely with the supply chain, program management, and other key stakeholders to drive resolution of part shortages, establish and maintain pool levels, and support pricing and billing accuracy. This position requires a proactive and detail-oriented professional with excellent organizational and communication skills. The person in this role will work across the value stream to successfully meet the expectations for operational success of parts availability and contract compliance.  

Key Responsibilities:

• Act as the primary partner-facing representative, responsible for regular communication, relationship building, and managing service provider partnerships and customer satisfaction to enhance the business model.

• Provide guidance and mentoring to Frontline Customer Service Representatives (CSRs) at Pratt & Whitney Component Solutions and the partners’ teams to improve throughput, productivity, and customer experience.

• Ensure Customer Service Level compliance in accordance with Product Support Agreements.

• Serve as the escalation point for unresolved issues from Frontline CSR New Spares and partners’ repairs teams.

• Manage orders and internal accounts, working with Account Representatives and Frontline CSRs to ensure business health.

• Act as the key liaison, regularly communicating to build strong relationships, manage escalations, and enhance contract health.

• Drive PWCS team’s engagement with contract holders and aligns metrics/data with Pratt & Whitney Canada (P&WC), delivering data and presentations to senior management.

• Maintain high standards of etiquette and protocol with internal and external customers.

• Implement continuous improvements to enhance customer and employee experience.

• Master and communicate partners’ contractual requirements, including key information and pricing.

• Develop and share accurate sales and profit forecasts with management and planning teams.

• Oversee partners’ inventory pool health, ensuring high service levels, fill rates, and address aircraft on ground metrics.

• Ensure governance of contract agreements through scheduled activities.

• Implement process improvements to enhance customer experience.

• Lead strategic projects as required by the business.

• Perform additional duties and assignments as directed.

What You Will Learn:

• How to best support activities and improvement initiatives to the global afterspanet parts network.

• How to ensure compliance with project management methodologies and standards.

• How to develop and provide guidance and support to team members to ensure successful project flow.

Qualifications You Must Have:

• An Advanced Degree with 3 years’ experience in business-to-business sales/customer service with increasing responsibilities or other related experience in aviation spare parts business; OR a Bachelor’s degree with 5 years relevant experience; OR in lieu of a degree, High School Diploma/GED Equivalent with 9 years of relevant experience.

Qualifications We Prefer:

• Proficiency in SAP (or other ERP systems), Microsoft Teams, Word, and Excel

• Previous experience with PowerBI

• Previous experience with Microsoft Dynamics CRM and PowerPoint

• Excellent communication skills, both written and verbal

• Demonstrated ability to build and maintain internal and external customer relationships

What is my role type? In addition to transforming the future of flight, we are also transforming how and where we work. We’ve introduced role types to help you understand how you will operate in our blended work environment.

This role is:

• Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance workers, as they are essential to the development of our engines.

Learn More & Apply Now!

The salary range for this role is 82,000 USD - 164,000 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, a candidate’s work experience, location, education/training, and key skills.

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.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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