PW800 Customer Account Manager – Texas (Remote)

Date Posted:

2024-09-04

Country:

United States of America

Location:

PW722: Texas Remote Remote Location , Remote City, TX, 77002 USA

Position Role Type:

Remote

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.

Innovation through diversity of thought. At Pratt & Whitney, we believe diversity of thought enables creativity, innovation, and a foundation for inclusion. By fostering an inclusive culture, we accept a shared accountability and responsibility to recognize, sponsor, coach, hire and promote talent equally. We welcome our employees to be their whole – best – selves at work because trust, respect and integrity, are a part of our DNA.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?

• This role is remote, but must be based near a major metropolitan city in Texas**

What You Will Do:

The CAM will act as a main point of contact and P&WC ambassador for operators using/working with P&WC products.

CAM will provide on-site assistance and solutions for all technical, commercial and operational problems, as required.

Provide concierge level service as the single point of account management for all aspects of the relationship with P&WC.

Ensure customer retention in PpH programs.

Support team in achieving an increased PpH penetration in market.

Proficient with technical background of IPPS

Proficient with aircraft corporate maintenance operations

Be proficient in all P&WC service offerings in order to support customer operations

Be able to support customers navigation of the diagnostics portal

Navigate product publications with customers 

Be able to support all warranty queries

Leverage proactive best practices optimizing aircraft availability

Monitor all off-wing/on-wing forecasted events, geographic field readiness and capabilities;

Ensure all WA are raised and assigned;

Create and maintain RAIL;

Coordinate return of assets (rental engines, LRU, nacelle LRU, etc…);

Create and maintain customer visit plan, ensuring CRM is updated accordingly liaising with aircraft OEM Field Service Reps.

Maintain customer account profile and briefing papers;

Monitor and maintain customer administration readiness (COI, engine documentation, PO)

Liaise with the Service Delivery Team on time reporting of contact reports, customer profile, mood management, DPHM alerts, campaigns and overall account health.

Maintain P&WCs relationship with service center(s).

Owning the customer issues and driving value chain accountability for timely resolution.

Provide on-site assistance and solutions for all technical, commercial and operational problems, as required.

Respond to and clarify technical and commercial issues for the operators and FBOs in the region, and will work closely with the Programs, Customer Engineering, Field Operations and other P&WC departments to ensure customer problems are resolved to the customer’s and company’s satisfaction.

What Are Our Expectations:

Customers flying and satisfied

Supporting the growing fleet by keeping customers flying while achieving/maintaining target service levels for the fleet (AOG support, DR & Avail)

Engaging and striving for proactiveness in our services & support

Representing P&WC and our products at M&O and customer seminars/forums

Sustain the step change in the customer frontline support delivering a world-class experience by looking after our customers to meet or exceed our customer’s expectations / commitments and company financial goals

Responsible for managing customers mood and CRM tracking

Establish P&WC engines and services as the preferred customer choice

May develop and coach others

Basic Qualifications:

University Degree and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience or in absence of a degree, 14 years of relevant experience

U.S. Person (U.S. citizen, permanent resident, or granted refugee or asylee status)

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:

Remote: Employees who are working in Remote roles will work primarily offsite (from home).

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility.

The salary range for this role is 118,000 USD – 246,000 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/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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